Restrict email notification to a particular group when incident raised from Service Portal

[User205031]

Hi All,

I have a requirement. When incident is raised from portal, the incident is assigned to a particular group. We do not want the group to be notified. But, if the incident is not raised from portal and assignment group can be anything, at that time we want the assignment group to be notified.

How to achieve this.

Thanks!

[Chandu Telu]

Hi,

There is an OOTB Notification(Incident assigned to my group) for this add the condition for channel and group to that notification

Thanks
Chandu Telu
Please Mark ✅ Correct/helpful, if applicable,

[Mohith Devatte]

Hello,

I suggest to use one OOB field called "channel" on the incident form which has various options like below 

1) Chat 2) Mail 3) Phone 4) Self-service etc;

So when end users are creating incidents from portal it should be catalog item or  a record producer or  form that they must be submitting in order to raise an incident.

If its a record producer set the channel field to "Self-service" type  in record producer script like below 

current.contact_type ="self-service";

And in your notification you can say in the condition that "Channel is not self-service"

please refer below attached screenshot

please accept the solution if it solves your issue and close the thread this might help others also

THanks

[Mohith Devatte]

Hello @by 

any help  you got with the above answer if yes please mark it correct and closr the thread

[User205031]

Hi Mohit,

I have added condition as 'Contact type' is not 'Self-Service'. So now when a ticket is raised from portal with a group 'A' , the email notification is not triggered and it is working. 

But if I change the group to 'B' in incident and contact type is still 'Self-Service', the new group 'B' is not receiving any notification.

It will work like if incident raised from portal with default assignment as 'A', the email notification will not trigger but if I manually change the assignment group in the same incident, the assignment group should receive notification.

Current conditions present in the notification:

Assigned to is empty

Assignment group changes

Assignment group is not empty

Contact type is not Self-Service

Assignment group is 'A'

Thanks!

Thanks!