Request item assigned to me email notification issue

[samirmeroua]

Hello All 

In the beginning of last year, I created an email notification to be sent out to Assigned to agent whenever a RITM ticket is assigned. it was working fine until couple months ago (with Zurich update), whenever the RITM ticket is assigned or commented or closed, this email notification is being triggered and email go to the Assigned to agent. ( i.e. , Request Item assigned to me is being triggered in 3 states : Assigned to is not emply .. when ticket is commented, and when it is closed) which is weird considering the notification should be triggered only when the RITM is assigned 

Any advise ? 

I have checked all other email notifications, and they work fine. 

[Chaitanya ILCR]

Hi @samirmeroua ,

can you share the screenshot of your notification?

if it's just simple assigned to is not empty update it as below

you can set the condition of the notification to something like this

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[samirmeroua]

Thank you

I have attached the screenshot of email notification that I created. I played around with those conditions but still the same issue .. email being sent out whenever I close or comment on the ticket, 

[Chaitanya ILCR]

Hi @samirmeroua ,

Update the conditions as shared Assigned to Is not empty and Assigned to Changes 

It will resolve the issue 

Regards 

Chaitanya 

[Ankur Bawiskar]

@samirmeroua 

since you said it was working fine till Upgrade, did you check if something changed after upgrade.