Problem Worknoted Notifications

[sharonjanisch]

When a Related Incident is added to a Problem record, it triggers the Problem Worknoted notification(s).   We do not want the notifications to be sent when the Related Incident counter is increased but we do want it sent for any other worknote updates. If you've done something similar, any assistance would be appreciated. Thanks.

[Mike Allen]

You can put 'and Related Incidents does not Change' in the conditions of the notification.

[sharonjanisch]

Mike - I don't see a 'does not change' option.   I see 'change', 'changes from' and 'changes to'

[Mike Allen]

Which notification is getting fired?   I am looking at the OOB (demo005) instance and there is a notification called Problem worknoted (unassigned) that seems that it would be an issue:

Its only condition is Assigned to is empty, so it seems it would fire on the Related Incident field changing.   Add to it Work notes changes to match the Problem worknoted (to ITIL) notification and maybe that will fix the issue?

[sharonjanisch]

The Problem Worknoted Unassigned notification gets fired when Assigned to is empty and Work Notes changes.

The Problem Worknoted to ITIL gets fired when Assigned to is not empty and Work Notes changes.

However on further investigation, I see that once the Problem is Assigned to someone, the notification does not get sent for Related Incidents.   It is only sent for actual updates to the Work Notes field which is what we want.   It is only when no one is assigned to the Problem yet that a notification is sent whenever an incident is related to the problem.

Any ideas why that would be?