Restricting Send Email Notification To the Assignment Group When the caller belongs to Same Group

[Ravichandra2]

We Have a notification when Assignment Group is added to an Incident. But Some Cases the caller Is assigning their own Assignment Group in that case we don't need to send Notification For This anyone can help me out Please.

Thanks,

Ravichandra

[Sohail Khilji]

@Ravichandra2, 

Here in your case there are 2 notification triggered.

1. When the caller is creating a incident on his behalf. (1st notification)

2. Whe the incident is updated with assigmnet group. (2nd notification)

You got to change the notification condition of 2nd notificaiton which triggers to the assignment group.

Change the trigger type to event and create a script include that checks if the caller is part of current assignement group.

if 'yes' do not trigger the event for notifciation if 'no' trigger the event for notification.

I hope this helps...

[Dr Atul G- LNG]

Hi @Ravichandra2 

I agree with 2nd part provided by @Sohail Khilji , 2nd part is not straight forward and you need to add trigger event and write code. But may i know why you want to make this process complicated.