Prevent comment notification email going to person who left the comment

Matt Dawson · ‎11-15-2017

I tried searching for this and couldn't find a solution. I have a custom app that is extended from the task table. I have two email notifications set up so when the additional comments field changes a notification sends out. The first notification is set up to send to the Requestor and watch list. The second notification is set up to go to the Assigned To. If, for example, the Assigned To user leaves a comment an email notification will go to both the requestor and the assigned to will also receive an email with their own comment - so both notifications are being triggered. This is creating too many emails. Whoever leaves a comment shouldn't also receive an email.

I've basically mirrored the notifications on the two oob incident notifications - Incident commented for ITIL and Incident commented for ESS. Do I need to set up a business rule to prevent the notification going to the same person who left the comment? Or is there some other solution I'm missing? I feel like this should be an easy fix.

Thank you!

Travers M · ‎11-15-2017

Where these get tricky is if your who will receive isn't identical, the weights won't matter on the notifications. You want to check for the send to event creator box. For most notifications you're not going to want this checked because you don't really need a notification to tell someone they just did something. A lot of times that's turned on for testing purposes to get them to fire and then you forget to turn it off.

Screenshots of these notifications would probably help figure out the best way to approach this

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Matt Dawson · ‎11-15-2017

Thanks, I just added screenshots above. The notification for the assigned_to field has the 'send to event creator' ticked, should I untick this option?

Travers M · ‎11-15-2017

Personally, I only use the send to event creator for anything that inserts a record and not for updates. I would remove it as the people on the other lists will still get it, just not the person who posted it

Matt Dawson · ‎11-15-2017

Ok cool. I've removed and will see how it goes. Thanks

Travers M · ‎11-15-2017

and looking at your original scenario, the only way that should happen is if the requester is also on the watch list or if they have it assigned to them. Are you currently testing this stuff? In the system email log, you can look at the bottom of the page and see why it's being sent to a user so that may help figure out why too many are going out as well

Matt Dawson · ‎11-15-2017

In some scenarios they are on the watch list as the inbound email action will add additional recipients to the watch list. I have told them to be mindful of this. The app was launched about 12 months ago and they are only now mentioning this, so it got past the testing. If it is still an issue I'll start going through the logs and figure out which notification is being triggered. I just wanted to make sure there wasn't something outside of the notification settings that needed to be configured. Thanks for your help.