Prevent a specific notification to not be CC to the delegates

[sylvainhauser]

Do you know how to prevent a specific notification to be sent to the user delegates?

In a system shared by IT and HR, we need to have the delegation available for IT, available for HR Fulfillers, but the requestor personal notifications should not be shared with your delegates...

The business case is simple:

- Mike, Service Desk user, has a personal HR case: an HR case is created where he's set as requestor

- Mike is going away for 2 weeks on holidays, so he sets up a colleague (John) as delegate

- While he's away, HR is updating his HR case, so he (Mike) receives an email with the new additional comments with some personal information

=> But because of the delegation, his colleague John is in CC of the notification...

I can't see an option in the email definition to force to only send notifications to the users / groups defined, and not their delegate.

The only design I can see is "dangerous" (onBefore Insert BR, I can detail it if you want) as more than 7000 emails are sent everyday...

Inactivating the delegation is not an option (as it's very useful for 99% of the notifications).

Any idea of a nice solution for this?

[eric_hemmer]

I have a customer dinner this evening, but you might be able to find MIke by the booth tonight at the Expo.  

[John VanBruggen]

Can you tell us if there is any improvements to this in Geneva?  

This has become an issue with the HR Module sending potentially sensitive information to delegates.

Thanks!

[brumiou · Accepted solution]

I've the same issue (IT and facilities) and I've found a little workaround...

In the notification, I don't put the users in the "who will receive" but I add them in cc with the mail script email.addAddress("cc",email,name);

In this case, the delegates are bypassed.

but it refuse to send a mail without anybody in the "to", si I just put a mail address created for this specific reason.

it's ugly but it works

[eric_hemmer]

Thanks for sharing your creative solution, Xavier. This sounds like it will work well.   Hopefully we can come up with something more elegant and simple for you guys in a future release.   - Eric

[sylvainhauser]

As you say, there are some workarounds:

• Set the users as use even parm 1 contains recipient. Then when triggering that event, put the Recipient's Email Address as parm 1 rather than Recipient's sys_id. This will fool the system on the current release. But not sure if it will changed in the future
• Another solution is to have a special mail script as you said (email.addAddress method), that is today the best workaround I think (thanks for pointing it out Xavier)

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