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;

[kurt_englund]

Our instance is setup up to create incidents based off of emails. So Opened by will always show up as the Callers user_ID.

[HV1]

In that case, your initial condition mentioned just needs to be changed to:

current.sys_updated_by != current.assigned_to.user_name

- Hardik Vora

[Pradeep Sharma]

Hi Kurt,

"sys_updated_by" is a string field which stores the user_id field from the sys-user table. However "assigned_to" is a reference field which pulls the sys_id(current.assigned_to).

Hence in this case you need to dot-walking to the assigned_to field to pull the user_id and then compare i.e current.assigned_to.user_name

Please let us know if you have any questions.

[Volente_]

Hi there Kurt, 

It looks like you did not get an answer to this question. In order to accomplish your goal to not have a notification distributed when a person is assigning a ticket to themselves you would need to: 

- Navigate to the desired notification itself. (System notification > email > notifications) 

- Under related links click on "advanced view" 

- Under the "when to send" tab replicate the following: 

***It is important to note that you need the gs.getUserID() function/method specifically when attempting to access the GlideSystem user object in this case as this returns the sys_id string value for the currently logged-in user and as Pradeep mentioned above, the assigned_to field is a reference field which pulls the sys_id (current.assigned_to).

A great resource on the GlideSystem User Object can be found here: https://www.servicenowguru.com/scripting/user-object-cheat-sheet/

Resources on advanced conditions for email notifications can be found here: https://docs.servicenow.com/bundle/london-servicenow-platform/page/administer/notification/task/t_Cr... and https://docs.servicenow.com/bundle/london-servicenow-platform/page/administer/notification/concept/c...