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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Travers M · ‎11-15-2017

Unfortunately for you, weights on the notifications won't help that unless the send to's match. We had a stretch where folks were getting doubled up notifications for the same reasons and it got messier than I thought to clean it up. We ended up completely redoing the notifications for that module for that reason.