Additional comments changes- Notification

[Sri56]

Hi All,

I have two scenarios where,

Notification 1 should trigger- when additional comments changes and updated by is not a caller in incident

and

Notification 2 should trigger- when additional comments changes and updated by is a caller in incident

Please let me know,how to set this in notification ?

Thanks,

Sri

[Susan Britt]

May I ask the business reason for these requirements?  I may be able to propose a simpler solution, if I understand the end goal.

[Sri56]

Hi,

Basically we need to trigger two general notifications,

Notification 1- when the additional comments changes and these updation has not done by the user itself.

In other way when the ticket assigned to IT Service desk, If they update It needs to be captured here.

Similarly,

Notification 2- user can able to update the additional comments from Service portal.In this case it needs to trigger notification 2.

Please help!!

Thanks,

Sri

[Susan Britt]

There is a field, "Send to event creator", on the notifications (you may need to add this to the form layout) that can be used to indicate if you want the email sent to person who made the update or not.  If "Send to event creator" is set to false on your notification, and the Caller adds the additional comment to the record - the 'comments added' email will not be sent to the Caller.  It will still go to any other users that you have defined on the "Who will receive" tab of the notification.  You do not need to configure two separate notifications to determine who made the update.