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

[Kalaiarasan Pus]

Which one? Business rule or ?

[sorcerermjolnir]

Changing the table of the notification and using an event to trigger it.

I think the problem lies with the target field on the sys_email table. that was populated at the emails creation.

[Kalaiarasan Pus]

Yes the existing emails will not be changed if you implement it. Only the newer emails will be hidden.

[sorcerermjolnir]

Hi Kalai

Yes this was with a new incident I tested, generating a new escalation notification, the new email still showed up in the incidents activity formatter.

[Subhajit Das]

Did this ever get solutioned?