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Improve SR Workflow for Notify Analyst

Shane_WhiteShane_White Cireson Support Super IT Monkey ✭✭✭✭✭
Hi Community,

Not sure if this has been raised before but would like to see how much of an annoyance people think this is!

Problem: When using the Notify Analyst App for Service Requests you will receive a notification even if you add a comment onto a ticket that you are the assigned to user for.

On an IR you would not be notified if you commented on your own ticket because there is differentiation between them.

Although this is a flaw on SCSM side I think we should be able to improve the workflow to check if you are the assigned user on an SR and stop it from sending the email if you are.

3 votes

Submitted · Last Updated

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