Worknotes notification being sent to Assigned To when they are the one entering the worknotes

[sharonjanisch]

We recently upgraded to SanDiego patch4-05-25-2022.   Now when a user enters worknotes on an incident that they are the Assigned To, they get a notification that worknotes were added.   It used to send that notification only if the person who added the worknotes was NOT the Assigned To.   Did this change in this release and what's the best way to change it so that it does not send to the Assigned To if they are the ones entering the worknotes.  

I was going to change the notification and add a condition that says Update by is different From Assigned To but when I try to add that criteria, Assigned To is not available in the list of available Incident fields.   

[sharonjanisch]

Thank you for the suggestion but that did not work either.   

[Aman Kumar S · Accepted solution]

@sharonjanisch 

When you say work notes, shouldn't be the notification be "Incident worknoted for ITIL"

Follow below steps to achieve this:

[Peter Timmerman]

Also upgraded to San Diego. Notification 'Incident worknoted for ITIL' was added by the system and set to active. This caused numerous notifications going out. Was this 'Incident worknoted for ITIL' a new notification? It did not exist on our platform before.

[Aman Kumar S]

Yes, I believe it was added as part of San diego

Above modification suggested in the solution gives you a way to restrict notification for the assigned technician.

Or you can assess the value this notification brings and customize based on your requirement.

[Peter Timmerman]

Sure, correct, thank you. I opened a question with ServiceNow. We control our notifications fully. One being added in active mode is quite intrusive.