How do I prevent an "Incident Commented" notification from firing when an incident is resolved?

[April Cummins1]

Hi,

We currently have an "Incident Commented" notification that sends an email to the caller and watch list of an incident when the public comments are updated. We also have an "Incident Resolved" notification that sends an email to the caller and watch list when the incident is resolved.

"Incident Commented" and "Incident Resolved" emails largely contain the same information (summary of public comments from most recent to least).

The issue is that our users frequently type up a public comment then promptly resolve the incident, thus firing off two emails that contain the same information.

It seems like the most appropriate fix would be to not fire the "Incident Commented" notification when the incident is being resolved. I have tried re-configuring the conditions of these to no avail. Any suggestions on how to accomplish this would be very much appreciated - thank you!

[Prateek kumar]

Great that you got it working

Would you mind marking the response as correct and close this thread if your query is resolved.

This helps in removing the thread from unanswered list and helps community.

-Cheers

Prateek kumar