Why do the OOB SLA Flows have a condition to check if assigned to matches manager of assigned to?
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‎04-09-2024 08:28 AM
Expand the conditions and you'll see that it's exactly as the annotation describes: If the assigned_to isn't the same as manager of assigned_to, send a notification of breach to assigned_to's manager. This will prevent duplicate notifications from being sent if there's a match, but why would there ever be? How rare must it be for a person to be their own manager? Was it possibly intended instead to be conditioned on if assignment group's manager is different than assigned to, don't send the notification, so as not to pester a manager twice about a ticket assigned to them?
Yes, I know OOB is just a suggestion and we can change it to whatever we want. I was just puzzled by these OOB SLA Flows.
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‎08-01-2024 12:57 PM
Any update on this, as if the manager is empty this condition is sending the duplicate email to the assigned to.