Notification sent to caller upon ticket creation

[aapimlott]

Hello,

Can anybody help me with the below?

Our CS team create tickets on behalf of customers on a daily basis. We are using the ITSM Incidents as tickets. We want the system to be able to differentiate when a ticket is created by a user and they select the caller as someone other than themselves. If this is the case we do not want a notification to be sent out to the caller. We want the first notification to be sent out to the caller when the CS agent adds an additional comment to the ticket.

At the moment when ever a ticket is created manually or by an inbound email a notification email is always sent back to the caller.

Many thanks.

[Gaurav Bajaj · Accepted solution]

Hi Adam,

Please check condition in the notification that it should get triggered only when Opened by is same as the caller.

Case 1:

Opened BY : Service Desk

Caller : end user

Result : No notification

Case 2:

Opened BY : end user

Caller : end user

Result : trigger notification

Please mark correct/helpful based on the impact of the response.

Thanks

Gaurav

[aapimlott]

Many thanks!

It worked!

[Gaurav Bajaj]

Happy to help

[Ujjawal Vishnoi]

Hi Adam,

You can use advance condition as mentioned below by clicking on advance view on notification.

function checkcaller() {

if(current.caller_id==current.opened_by)    

{

if(current.comments.changes())

return true;

else

return false;

}

else

return true;

}

answer = checkcaller();

Hope this hlelps.

Regards

Ujjawal