Email notification configuration help

Cat
Tera Guru

6 hours ago

Hi All,

 

I've created an automation which handles tickets going on hold and automatically sends email chasers. When a ticket is put on hold awaiting caller, the initial notification is sent to advise the user that the ticket has been placed on hold awaiting their response:

 

Cat_0-1778230238033.png

However, in addition to this notification, they are also received the standard comment added notification  which is triggered by the incident.commented event.

 

I only want them to receive the on hold notification, but I also want them to receive other comments in case the agent decides to message the user while the ticket is already on hold awaiting caller.

 

Does anyone know how I can configure this? I don't want the end user to get 2 emails when it is put on hold:

Cat_1-1778230685599.png

 

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raviteja1600
Tera Guru

4 hours ago

Hi  @Cat ,

 

Weight

When multiple Notifications are simultaneously triggered for the same record and addressed to the same recipient(s), the Weight field value determines which notification(s) to send and which to skip. Use the Weight field to prevent recipients from receiving multiple or conflicting notifications for the same target table record or event.

  • Notifications with a Weight value of zero are always sent.
  • If notifications have non-zero Weight values, only the notification with the highest Weight value is sent.
  • If multiple notifications have the same non-zero Weight value and that value is the highest, all notifications with that value are sent.

 

If the provided solution is helpful, please mark it as helpful and accept the solution.

 

Regards,

Raviteja K

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