Email Notifications and Domain Separation

[James Byrne]

Hi, I've a query with regards to notifications and domain separation.

We're using a multi domain separated environment where domain X is our primary domain which contains TOP and is logging tickets on behalf of users from each of the child domains.

We have specific fields created in domain X which aren't relevant to users in the child domains, but we would like to send specific notifications to the users based on the values of these custom fields (the values being choice list choices).

Logging a ticket on behalf of a user in a child domain also assigns the record to that domain.

I've ran into a scenario where notifications created at domain X level based on the values of the custom fields are being ignored (not being triggered).

My understanding of why this occurs is because the tickets are being logged at the child domain levels and the system is only triggering notifications created within that child domain or any notifications which are global.

To counter this I decided to make the notifications themselves global, but encountered a new issue straight away, I could no longer use the custom field values from domain X in the trigger conditions (e.g. choice list values) and do not wish to make these values globally accessible.

In conclusion I'd like to be able to trigger specific domain X notifications when a user is logging a ticket on behalf of a child domain, even though the record itself is being placed in that child domain.

Do you have any recommendations around how to handle this efficiently?

[Michael Fry1]

Are the child domains Parent a Process Domain? You can create your Domain X notifications in TOP and then create Overrides for child notifications in the Process domain. You would end up with 2 sets of notifications, one for Domain x, and one for child domains.

[davidmcdonald · Accepted solution]

Hi James,

One way you can do this is to have the notification in the global domain, and use a script as the condition.

The issue you said you were facing is that you've got domain-separated choice values in a lower domain. What you'll want to do is grab the values behind those choice options and write a condition. The normal drop-down friendly condition for the notification gets checked first, then the advanced condition after that, so you can configure all your other conditions the old-fashioned way, and then have the advanced condition for the field with domain-separated options.

If the Advanced condtion field isn't visible on the notification form, click on Advanced view right at the bottom.

E.g.

As long as it's the value of the choice option and not the label, the condition will work, regardless of domain separation.

This column from the sys_choice table:

Hope this helps!

[James Byrne]

Hi Michael/David,

Thanks very much for the responses.

Use of domain overrides weren't working for this scenario, I initially tested by doing a domain override (in domain X) on the general notification which was global and then proceeded to disable it to see if my new notification would then trigger, but this just resulted in no notifications firing. We have a global general notification which doesn't take into consideration the choice values in domain X, I was testing to see if the system was just giving this notification precedence over my new ones.

David - this solution is working, I didn't realise that the choice values were still accessible via script even though domain separation is in place. A handy piece of knowledge to know for future. The notifications are now global and correctly triggering based off the domain X choice values.

Thanks for the assistance.