Special Emails Not Working as we hoped...

[terrieb]

We are an airport, and up to now, we have in our user table, the airlines we support.  

Now, our Airlines support person wants them to get an email when an Incident is created on their behalf.  That is easy enough to do, just added their group email to their user record.

However, they will not have access to the Employee center portal, so we just want them to get an email with No Links to the portal when an incident is created.

The new "special" email we created is working just fine - it has the condition of Caller Contains Airlines or Caller Contains Airways (some airlines are called airlines, like Jet Blue Airlines, while some others end with Airways, like British Airways).

Meanwhile, we put this condition in the regular Incident Opened, Updated and Resolved emails that does contain the link to the Employee Center portal:

     Caller Does Not Contain Airlines - OR - Caller Does Not contain Airways

The weights on each one are:

• The regular employee notifications are set to 0 for Created and Updated - 70 for Resolved
• The NEW Airline notifications are set to 50 to Open, 70 to Updated and 100 for Resolved

The problem is BOTH emails are going to the Airlines customer, not just the new ones.

Did I miss a step?  Really don't want to change the Conditions on the regular employee notifications for each and every airline as there are around 25 of them!

Thanks

[Vishwa Pandya19]

Hello,

Try making the condition as below.

Caller.Name Does Not Contain Airlines - OR - Caller.Name Does Not contain Airways

If my answer has helped you in any way please mark it as correct or helpful.

[terrieb]

No that didn't work.

I did stop the duplicate emails for Incident Opened and Incident Resolved by changing the Weight value on the Airline ones.  

Just now trying to find the "magic" number for the weight for the Incident Updated emails.  Or another idea??

Thanks!