Multiple email notification for new incidents

[elainegully]

I have a number of inbound email actions which route tickets to assignment groups depending on their originating email address, e.g. an email to data@email would go to the Data assignment group. what I am trying to do now is have multiple email notifications which trigger on creation of a new incident. Currently I have a default, generic email notification which sends to the customer when a new incident is raised. I would like to have a number of email templates with slightly different wording. So if an enquiry is sent to data@email, it gets automatically assigned to the data group and the customer should get an email notification saying " we have received your enquire about data....". I have created a new email notification and given it the condition when assignment group is data but it doesn't trigger. In fact it also stops the generic email notification from triggering resulting in no email notification being sent.

Is it possible to have more than one email notification which trigger for new incidents depending on the assignment group?

thank you.

[guhann]

You can have more than one email notifications for a use case. Check the conditions in your notification.

[Brad Tilton · Accepted solution]

You need to take a look at the weights on your notifications as well as the conditions. If there are multiple notifications that fire off the same event, then the one with the higher weight will go out. The way to get around this is to make the weight 0. If a notification's weight is 0 it will always sent if its conditions are met.

Weight

[Required] Set a numerical value for this notification's priority relative to other notifications with the same target table and recipients. The system only sends the notification with the highest weight. All other notifications are moved from the Outbox to the Skipped mailbox. The default value 0 causes the system to always send the notification (assuming the conditions are met). For example, suppose a service desk agent adds a comment to an incident and shortly thereafter closes it. By default, these actions trigger both the Incident commented and Incident Closed notifications. However, since both notifications are from the Incident table and both notify the incident caller, the system only sends the notification with the highest weight, in this case the Incident Closed notification. Notification weights Note: The SMTP Sender scheduled job determines how often to send email. By default, this job runs every minute.

[elainegully]

Fantastic this works a treat, thanks so much Brad