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.
When you say work notes, shouldn't be the notification be "Incident worknoted for ITIL"
Follow below steps to achieve this:
Hi,
You can select show related fields and refer below.
Thanks,
Pavankumar
I think the problem here is the Updated By is a string field and Assigned To is a reference field.
If I display related fields, the only thing there that I could possibly compare the field to is Name which is also a string field but I've tried that and it does not work. I don't understand your comment to compare Assigned To to Asssigned To.
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