Notify all agents except assignee

4 Comments

  • Andreas Schuster
    Comment actions Permalink

    Hi Yuriy Levandovskyy,

    Currently when ticket is resolved an email notification goes out to all agents, so they can review the resolution if necessary.

    Can you share with us the current trigger setup?

    Cheers,

    0
  • Yuriy Levandovskyy
    Comment actions Permalink

    Hi Andreas,

    I already split it into multiple triggers, but it used to look as follows:

    Conditions: Status IS Solved, Status Changed

    Actions: Email User -> All agents

     

    After the split there are multiple triggers, each of them looks as follows:

    Conditions: Status IS Solved, Status Changed, Assignee IS NOT (specific user)

    Actions: Email User -> (specific user)

    0
  • Andreas Schuster
    Comment actions Permalink

    That's already the way to go, I would not know of another solution.

    You definitely need for each agent a separate trigger.

    0
  • Yuriy Levandovskyy
    Comment actions Permalink

    Currently that's the only way to solve this, but if there was an option to email "all agents except assignee" then one trigger would be sufficient.

    0

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