Request item assigned to me email notification issue

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samirmeroua
Tera Contributor

3 weeks ago

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. 

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Chaitanya ILCR
Mega Patron

3 weeks ago

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

 

ChaitanyaILCR_0-1767845012973.png

 

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

Regards,
Chaitanya

 

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Ankur Bawiskar
Tera Patron

3 weeks ago

@samirmeroua 

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

 

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader
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