Prevent "work notes added" emails from going to non-itil users

[vinuth v]

Hi All,

I need to prevent "work notes added" emails from going to non-itil users. Non-itil users can't see work notes on a record if they navigate to it through the platform, so it makes sense they shouldn't receive the notifications (they can see the work notes on a notification).

Please any one provide me the inputs,

Thanks in advance,

Vinuth

[johnfeist]

Hi Vinuth,

From your description I'm assuming that you are talking about notifications from incident.  The most direct way to do what you want is to manage the recipients.  Normally the members of an assignment group are itil licensed users.  If that is the case then you can limit it that way.  You will need to be careful that you are also considering the work notes list in case a non itil user is there.

The only other way that I know of is to have no recipients specified in the notification definition and have a mail script add the recipients.  The only "gotcha" in this later approach is that you can only add CC; and BCC: recipients.  Here is the link to the online documentation for that.

[shivangi k]

Hi @vinuth v ,

If this notification is getting triggered to user who is submitting the ticket the then you can add condition in "when to send".

Opened by >>role>>itil

Please mark helpful and accept solution if it helped.

Regards,