Hey everyone. One of our users presented us with an issue that just began with our recent upgrade to Washington DC. Our Customer Care Center technicians like to use the "Follow" button on the incident form to be provided notifications from the bell icon whenever an incident they are following is updated.
It's working great, and they love being kept aware of their incidents, but unfortunately they are receiving notifications any time a change happens to an incident, including when it's moved to a Closed state after sitting at Resolved after 10 days.
The shift from Resolved to Closed isn't important for them to keep track of, so the techs are curious if there is a way to restrict exactly when they receive a notification for a followed record. I found what I believe is the correct notification, but the trigger is, instead of a Record Change, an event called "polaris.follow.update", and I'm not sure where to go from here. I could change it to "Record Change" instead, but I don't want to risk breaking the functionality.
Any suggestion or guidance is appreciated!
