stop email notifications when assigning incident to myself

[kurt_englund]

I'm trying to setup outbound emails to only send out emails if another user assigns the ticket.

Example: If a service desk tech assigns themselves an incident. No email
                                If a manager/or other service desk tech assigns an incident to a different tech. Send email

My current script now is:

current.sys_updated_by!=current.assigned_to;

[ghsrikanth]

Write an after Business rule on the table

With the condition -

curent.assigned_to.changes() && !gs.nil(current.assigned_to) && current.assigned_to != gs.getUserID()

In the script section -

gs.eventQueue('notify_incident.assignment', current, current.assigned_to, '');

In the notification, make sure you uncheck Send to event creater checkbox

Mark if it is helpful or correct, feedback is appreciated

[kurt_englund]

When I created this business rule I was getting an error when testing.

The error said " curent.assigned_to.changes() && !gs.nil(current.assigned_to) && current.assigned_to != gs.getUserID() Skipping business rule"

Thank you for your feed back and please let me know if   there is anything else I can try.

[ghsrikanth]

Could you please remove the condition field instead bring those inside the script to print it out -

want to debug what values its being returned -

Clear off the condition field (so this BR will trigger)

In script, print the values

gs.log('Assigned to changes: ' + current.assigned_to.changes(), 'debugBusinessrule');

gs.log('Assigned to NULL or NOT: ' + !gs.nil(current.assigned_to), 'debugBusinessrule');

gs.log('Current Assigned to: ' + current.assigned_to, 'debugBusinessrule');

Assign the incident to you and please check the log statements, is it coming as expected or not

[HV1]

You can filter your notification as:

- Hardik Vora