Disable specific user notifications for some users of specific assignment group?

Sebastian41
Mega Contributor

‎12-03-2019 03:12 AM

Hi,

 

I have the follow issue: A certain subset of users belonging to an assignment group do not wish to receive notifications when a new incident has been assigned to this group, but still wish to received a notification when an incident in this group is explicitly assigned to them. However, these users are ALSO users of other assignment groups, for which they should receive ALL notifications. 

 

Notifications in user preferences only allow me to disable ALL "has been assigned to your group" messages, without selecting which assignment group should be affected.

 

Example in case its unclear:

 

User Bob is a member of assignment group A and assignment group B. Bob wishes to get "INC0000XX has been assigned to assignment group A" emails, and "INC0000XX  has been assigned to you emails", but NOT "INC0000XX has been assigned to assingment group B" emails. Mary however is also a member of group B, and wishes to receive both types of emails for this group.

 

Is there an easy was to go about this? Thanks!

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Giles Lewis
Giga Guru

‎12-03-2019 04:51 AM

This sounds to me like an edge case. I suspect that most users want to get notifications for most groups, but there are one or two groups for which a bunch of users want to unsubscribe. 

I am going to assume that "Group B" requires special handling. Some users want to receive a notification when an incident is assigned to "Group B" and other users do not want this notification. There is something special about "Group B". Probably it is a triage group or help desk group that is receiving a high volume of incidents, and this is why some members do not want all this junk in their mailbox.

The simplest solution is to split out the Group B new incident notification. Take the the existing "assigned to your group" notification and duplicate it, then modify the conditions so there are two notifications:

  • incident assigned to your group (everything except Group B)
  • incident assigned to Group B

Now users can selectively unsubscribe to Group B new incidents, but continue to receive notifications for all their other groups.

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