Assignee Notifications for Group versus Agent

Hi Kerry,

First of all please check if you really need to issue a second trigger as well. The notification of agent can also be added to the first trigger. 

Furthermore I would suggest to you additional tasks in order to avoid loops and to avoid a second notification:

Conditions

-> fire the trigger if one of the following tasks are not used in the ticket: "group_notification"/ "agent_notification"

-> status of the ticket changed from "new" for example will also help.

Otherwise the trigger will fire everytime an assignee is changed or the even ticket is updated.

Actions -> set the new tags when trigger fires: "group_notification"/ "agent_notification"

Regards,

Stephan

Hello Stephan,

I see your point in adding an action to Trigger 1 to include both in one notification and/or adding more specific conditions (like status) or new tags to better help distinguish between the two notifications. I don't understand how adding an action to create a tag helps. Status conditions could help, but we want to ensure that regardless of ticket status, that a group or agent gets notified when they are assigned a ticket.

Do you mind elaborating on the first condition you mentioned to avoid a second notification?

-> fire the trigger if one of the following tasks are not used in the ticket: "group_notification"/ "agent_notification"

If possible, could you include a couple examples of how we could have both a group notification and agent notification of assignee without creating unnecessary loops or duplicate notification?

To re-iterate, here are scenarios that describe what we are trying to accomplish.

Scenario 1: Ticket is assigned to Group A.

Action: Send email notification to Group A. (This trigger works as expected.)

Scenario 2: Ticket is assigned to an AGENT within Group A.

Action: Only send an email notification to that agent. Do NOT send notification to all of Group A. (However, this trigger inadvertently causes action of scenario 1 which notifies all of Group A.)

Perhaps there is a different approach than the way we have triggers set up for notifications? I'm all ears.

Thank you,

Kerry

Hey @kerry11 -

Adding an ALL condition to the first trigger > Group is Changed should guarantee this Trigger only fires when a ticket moves between groups, not within a group, thus suppressing the second invocation on an individual assignment.

Cheers,

Brandon

Hey Kerry,

Sorry for the late reply, but Brandon already gave the hint to set the condition "group is changed".

Regards, 

Stephan 

Hello,

Thank you both for your replies. After making the adjustment to include an ALL condition for "Group is Changed," this no longer sends an additional notification to agents when assigned tickets within the same group. Thank you!

Kerry