Unable to find where the issue are on notification

[Ozm]

Dear Community, need your help to identify what went wrong or help point me where to start? 

I have
1) USER 1 creates the ticket, adds assignment group & adds USER 2 into watchlist
2) USER 2 received a notification on ticket creation because she is in the assignment group
3) USER 2 receives every additional comment notification in her inbox from that was USER 1

why? 

[Dr Atul G- LNG · Accepted solution]

Hi @Ozm 

The reason is the user in Watchlist will get the all updates, this is the purpose of watchlist.

[Dr Atul G- LNG · Accepted solution]

Hi @Ozm 

The reason is the user in Watchlist will get the all updates, this is the purpose of watchlist.

[Robbie · Accepted solution]

Hi @Ozm,

As @Dr Atul G- LNG has eluded to, Out Of Box (OOB) the majority of email 'Notifications' are configured to be sent to Watchlist users.

You may want to discuss with the business with regards to which emails should be sent to Watchlist users and configure the 'Notifications' accordingly to remove the 'watch_list' field from the 'Users/Groups in fields' field under the 'Who will receive' tab against each notification.

To view the Notifications, type 'Notifications' into the Navigation menu and select the option under 'Email' and filter as below:

To help others (and for me to gain recognition for my efforts), please mark this response correct by clicking on Accept as Solution and/or Kudos.



Thanks, Robbie