How can I prevent the Opened by user (who is in a certain group) from receiving email notifications for tickets?

[CSlagle]

We have a Customer Service department that opens many tickets (incidents and requests) on behalf of other users, so they are listed as the "Opened by" user. Many of our email notifications (in the sysevent_email_action table) include the "Opened by" as a group to receive the notification, under the "Who will receive" tab.

How can I prevent an "Opened by" user, who is NOT the customer and who is in the Customer Service group, from being sent email notifications for tickets that are updated (i.e. state changes, notes added, closed, etc.)? I still need some "Opened by" users to receive these email notifications, but only if they are not in the Customer Service group.

Would this be accomplished with a Business Rule or Script Include? If so, can someone help me write the script for each? I'm fairly new to scripting.

[Musab Rasheed]

Hello,

Below thread will give if user is part of customer group

https://community.servicenow.com/community?id=community_question&sys_id=0549ed6edb6d58106064eeb5ca961945

And to check if opened by is customer you can easily gliderecord sys_user table and check if user is employee or some other field. also you can dot walk opened by field and check as well

You can combine both logic and write in Advance condition of notification.

This look tricky but link I have given will help you.

Regards

[CSlagle]

Thanks for the response. But if I combine the logic in the Advance condition of the notification, under the "When to send" tab, won't it prevent the notification from sending altogether, if the conditions in the script are met? I would still need the notification to send to the customer, watchlist, and opened by (as long as opened by is not in Customer Service group and is not also the customer). Hope that makes sense.

[Musab Rasheed]

Hmmm, looks tricky I suggest you handle this from Event and trigger event through BR once condition is safisfied and pass different parameters, other than this you have to split notification and configure one exclusively for Opened for

[CSlagle]

Ok, I will look at using a BR, but it may be easier to just configure a split notification with one just for Opened by. Thanks, for your input.