Prevent a specific notification to not be CC to the delegates

sylvainhauser · ‎04-20-2015

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?

brumiou · ‎04-22-2015

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

View solution in original post

servicenow trrr · ‎03-09-2023

any custom solution to acheive this . delegates receive notifications about HR cases, even though these have been excluded from the delegate handling. There is a checkbox in the notification settings called "exclude delegates" but this is a general setting and would affect more than our out of the box solution

M_87 · ‎07-18-2023

Is it possible to adjust the script that will grab the delegates from recipients? By adding some sort of filter.
Instead of changing the notifications.

Where can I find this script?