Duplicate messages to assignee who is also part of group notification.

3 Comentários

  • Brett - Community Manager
    Ações de comentário Permalink

    Hi Jimmy,

    The only way I can think of to prevent duplicate emails from sending is if you were to have a tag applied to the ticket through the Notify Group of comment update trigger. Then have your Notify assignee of comment update trigger only fire if the ticket does not contain that tag.

    You'll also want to re-order your triggers so the Notify Group trigger fires before the Notify Assignee trigger.

    The downside to this is that there's no way for a trigger to determine if the agent is part of the group that it's sending the notification to.

    Let me know your thoughts!

    0
  • Jimmy Rufo
    Ações de comentário Permalink

    Thanks Brett.  This seems kind of convoluted.  There should be an enhancement for ZD to recognize if the assignee is not part of the higher level group, if both assignee and group notifications are being launched, to avoid duplication.

    0
  • Brett - Community Manager
    Ações de comentário Permalink

    Completely understand where you're coming Jimmy!

    I recommend cross-posting in our Support - Product Feedback forum for our Product Managers to take a look at as well as other users running into a similar roadblock.

    I've also made note of this and passed the feedback along to the appropriate team!

    0

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