Transfer Case sends notification to Opened By

[tworzala]

When we transfer an HR case, the requestor is getting a notification. Is there a way to turn that off? Its confusing for the requestor and they don't need to know that the case has transferred to a new COE.

[Robbie]

Hi @tworzala,

This is easily configured.

Simply navigate to 'Notifications' as follows by typing 'Notifications into the Navigation menu:

Select the menu link under 'System Notification' > 'Email' > 'Notifications' - See below screen shot.

To turn the entire email off, simply set the 'Active' flag from true to false.

Alternatively, if you want the email to send the email to other users but remove the 'opened by', simply click on the notifications and navigate to the 'Who will receive' tab and add/remove accordingly. See below screen shots.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.
 
Thanks, Robbie

Notifications:

HR Case Transferred emails:

Who will receive:

[tworzala]

All of our Transfer notifications are set to false already. Here's the only notification we have on for this. Is there some filter condition I need to add?

[Robbie]

Hi @tworzala,

Can you confirm this is the notification sent by verifying what you see in the 'What it will contain' section and by viewing the email to make sure it ties back to this notification?

Based on what I see, it's triggered by an event. My guess (without visibility of your instance) is that when the case is transferred, a comment is added to the case, which in turn is then triggering this email.

A possible way around this thinking out loud would be to add a condition that the assignee doesn't change, therefore it wouldn't trigger for these type of use cases. You will however need to test this under all types of use cases etc.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.
 


Thanks, Robbie

[tworzala]

Yes, I confirmed this is the notification that triggering. You are correct that when the case is transferred, a comment is added to the case which is why the email is triggering. 

I don't think the assignee condition would work because we don't reassign the ticket to the requester when we make a comment to them. Is there a condition I could use to say if the case is transferred, don't send notification? Or a script?