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!

[Mohith Devatte · Accepted solution]

Hello,

Then you might have to  give an OR clause in the  notification with same content saying conditions below

Assignment group changes

Assignment group is not empty

Assignment group is not 'A'  -- >this is important and not to miss

Can you please try this above one and let me know

Refer to below screenshot

Please mark my answer correct if it helps you

[User205031]

Hello Mohith,

Thanks for the solution. It is working as expected.

[Ankur Bawiskar]

Hi,

You need to determine somehow if the record got created from portal or native.

Based on that you can then check the assignment group condition

Regards
Ankur

[User205031]

Hi Ankur,

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'