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?

[jay111]

Hi everyone,

I tried to use email.addAddress menthod Xavier mentioned.

I inserted test email.addAddress("cc", "john.copy@example.com","John Roberts");

but the email address that i use is not being copied in the recipient field. can you help me? We are using a dublin version.

Thanks,

Jay

[DenMagnuson1]

Jay, you'll need to wrap it in a mail script. I just used the current record information to make it easier.

<mail_script>

      email.addAddress("cc", current.opened_for.email, current.opened_for.name);

</mail_script>

For our HR emails we had to end up sending all the user communications to the Case Manager for the record and using this to CC the user. Not pretty, but it does bypass adding the delegates to the email.

[bryanbarnard]

Check out the new "Exclude Delegates" option that can be specified on a notification. This will stop a notification from being sent to delegates of recipients that are specified in the users, users/groups in fields, or groups fields on a notification.

Documentation:

Create an email notification see "Exclude Delegates"

[Nithin12]

Now there is a new field is available, to exclude delegates.

[PKB]

which view is this in?