Help me with notifications

[Arthur Sanchez]

I'm trying to send a notification that a ticket has been opened to support, the problem is that I'm not able to define that the notification goes only to SUPPORT, the rule should be, send the notification only to the support that the ticket was assigned, I will need to do the same thing with the user later, the notification should only be sent to the user who opened the notification

[Arthur Sanchez]

I don't understand how to do this event, and from what I saw it requires a line of JS code, and I'm not good at coding, so I wanted to see if there is another way to do this directly through the notification trigger filters

[Harsh Vardhan]

@Arthur Sanchez   Have your tried with separate provider notification for your each use case ? this way you can add filter based on your need on each provider notification. 

[Arthur Sanchez]

It is not good to do this, it would be too big and exhausting, there will be several users in the application, both common users and support users, if you were to do one for each one it would break the application.

I just need a way where I can establish a rule for sending and receiving notifications, only whoever created the ticket receives the notification that that ticket has been closed, and only whoever was assigned the ticket receives the notification that they have a pending task

The problem is how to do this, I'm trying the most unsuccessful trigger filters.

[Harsh Vardhan]

@Arthur Sanchez   Let me know if it does not work. 

I am suggesting , create on Provider notification when ticket closed then inform the Opened By , you only select Opened By field in "Recipients listed in fields" on provider notification. Filter would be like below.

State | Changes to | Closed 

Second provider notification, Select "assigned to" field on "Recipients listed in fields" , filter would be

State | Is Not | Closed

And

Assigned to | Changes

This way first notification will be for user who opened the ticket and second one will be for assigned to person. 

If this will not solve, then I would suggest give me more detail about your use case. 

Thanks,

Harsh

[Arthur Sanchez]

@Dr Atul G- LNG 

@swathisarang98 
I think I didn't explain it properly, I'll try here. What did I do, I created a notification system with a provider and not via email, I want to be able to apply the logic of sending notification ONLY to those to whom the ticket was assigned, the same thing for the user who opened the ticket, more this will be on another notification provider, and that's my problem because, EITHER I can send the notification to everyone on servicenow, or I can't send it to anyone and that's the problem