Prevent notifications from showing in a tickets activity formatter?

[sorcerermjolnir]

Hi everyone

So we have a situation whereby we want to filter out specific emails from the activity formatter for incidents.

Currently whenever an email is sent or received in relation to incidents the contents of that email are displayed in the activity formatter as an email, which is fine for communications with customers. However, we also need to be able to send internal communications i.e. notifications for escalations which go to internal users, we don't want the customer to be able to see the emails in the activity formatter.

The current setup we have is there is a boolean field on the incident that when ticked triggers a workflow that sends a notification.

Is there a way to prevent the email sent by that notification from being added to the activity formatter in the related incident?

Kind regards,

Robert

[Alikutty A]

Hi Robert,

I don't think it is possible to filter out few emails from the activity formatter (Either display all or none). There is possibly a work around if you can delete the email entry from the audit history of the related incident, you can check if this suits your need.

Thanks

Please Hit like, Helpful or Correct depending on the impact of the response

[Kalaiarasan Pus]

Below are 2 possible solutions that could help your case.

• Changing the table on which the notification is triggered. You could try triggering the email from user table   and using events. You can alter the notification to be triggered based on an event and pass the details related to incident in the event's parameter and use it in the email notification script to build the email content.

• Else you could look at having a query business rule on the email log table and filter out emails that you that don't need. You will need to make the business rule as narrowed down as possible by adding necessary conditions, to keep the scope of the rule limited.

[sorcerermjolnir]

Hi Kalai

Thanks for that suggestion, I shall give it a try and see how it goes.

Will keep you posted

Cheers,

Robert

[sorcerermjolnir]

Hi Kalai

So I've given this a try and its still showing the email in the activity formatter.

Thanks for the suggestion though.

Cheers,

Robert