Skip targets in email notifications

[S_bastien Lavoi]

Hello,

If a user is in the watch list of an incident and then they are mentionned with @ in a comment, they will receive two notifications : 

1. The notification because they were tagged
2. The notification because a new comment was added

Since the notification for an added comment will be sent to multiple users, using the weight to determine if it's a duplicate does not seem to work.

Is there a way for the user tagged to receive only the notification for being tagged and not the one for the added comment?

I would still like the notification for the new comment to be sent, so people in the watchlist will receive it, I just don't want the user being tagged to receive two different notifications for the same action.

Thanks!

[AnirudhKumar]

I have a feeling any solution that does this will be a hack.

You're better off just letting both notifications fire.

I had this requirement too. But I was asked to turn off the '@'mention notification at the platform level, and that was far easier to do..😀

[S_bastien Lavoi]

Thanks.  That's what I plan on doing for now.  Was just wondering if anyone had found something. 

[AnirudhKumar · Accepted solution]

Check this out:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0722431

In my case, we wanted to disable the 'at'mention notification for a small group of people (CSM contacts for one particular account)

There were only 3 possible solutions

1. The Dirty - Modify a platform level notification (Name = Activity Stream @Mention Email)
2. Help yourselves - Ask the client to manually unsubscribe from the mail from the footer link
3. The Impersonator – We’ve replicated the action that would occur if the contacts themselves unsubscribed to this notification

We’ve used the 3^rd approach, as the user group was small.

Here are the steps we followed:

1. Navigate to the Notification Message table (cmn_notif_message)

2. Filtered the records where Notification Message = Activity Stream @Mention Email

3. Filter records (emails) that were fired for my target users 

3. Set the Filter Column values to Unsubscribe