How to acknowledge ticket update but not trigger a worknotes notifcations

[Daniel Voutt]

Hi,

We have the out of the box "acknowledge" button enabled for incidents so that when a change has been made to the ticket, the tech is able to hit the button to acknowledge the update and it also clears the icon in the incident ticket list.

We have had a request from users to develop this feature so that it doesn't email the users on the watchlist each time this acknowledgement is triggered.   We've yet to decide on the process and if this change should be made, however, I would appreciate any advice you could provide in suggesting a way these watchlist notifications could be filtered out.

Currently the watchlist notif is triggered when "work notes change" and active is true, is there something else I can add into the filter to ensure that it doesn't fire when it's just an acknowledgement.

Alternatively, can I change the behaviour of the button so that it doesn't add the work note, but still clears the icon from the incident list?

Any advice/guidance would be appreciated.

Thanks in advance,

Dan

[Chuck Tomasi]

Hi Daniel,

It sounds like you have two different use cases here. One where work notes are added manually to the field and then the record is updated and the other is when you use this Acknowledge UI action.

That being said, I would recommend using the "event triggered" method of notifications such that a BR triggers one event that fires a notification with work notes, and the UI action triggers another event which fires a second notification w/o work notes.

Docs: Notifications

Docs: Links to records in email notifications

Docs: Create an event

[Daniel Voutt]

Hi,

Thanks for the prompt response.   The manually added work notes will remain out of the box as these should be sent.   What I'm unsure about is how to reset the icon in the incident list, as this is the only thing they want updated when the acknowledge button is pressed, so if I can replace:

var work_notes = current.work_notes;

current.work_notes = ('Update acknowledged');

current.update();

with something that just resets the icon instead and doesn't actually write to the work notes field, this will solve the issue.

[Chuck Tomasi]

Hi Daniel,

Can you provide a screenshot? I have no idea what you mean by the icon on the list. Thanks.

[Daniel Voutt]

It's the green icon as below - I guess there are rules for this and I can look at what the controls are for it being viable or not.