Absent Member.. Madhu84 Absent Member..
Absent Member..
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Emali notification for incidents raised independently

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Hi Experts,

 

we need to configure mail notifications to a particular group when incidents are raised indepentely without relating from Interaction. However when an Incident is related from Interactions those incidents should not trigger emails. Please suggest how to configure emails only for incidents raised indepentely with out relating from Interactions.

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Absent Member.. Madhu84 Absent Member..
Absent Member..

Re: Emali notification for incidents raised independently

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Hi All,

 

Issue Fixed, created a new field and declared te variable as true when relating and configured emails.

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TomPowe Acclaimed Contributor.
Acclaimed Contributor.

Re: Emali notification for incidents raised independently

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 I'd look through the data of a ticket created via an interaction and an incident created independently and see if there is any field that is populated in one method, but not the other. If so, then you can utilize that field in the Conditions of the Notification records to trigger an email or not.

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Absent Member.. Madhu84 Absent Member..
Absent Member..

Re: Emali notification for incidents raised independently

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Hi , I checked the field entries except the related record tab every other fields are similar when incident raised in any of the methods.

 

The field for related record is "$relatedId but declaring that value is ot helping much.

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Absent Member.. Madhu84 Absent Member..
Absent Member..

Re: Emali notification for incidents raised independently

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Hi All,

 

Issue Fixed, created a new field and declared te variable as true when relating and configured emails.

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Absent Member.. John Stagaman Absent Member..
Absent Member..

Re: Emali notification for incidents raised independently

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When you create an incident via interaction escalation, the probsummary incident.id field contains the SD ticket number. When you open an incident directly, the field is blank. You could trigger the notifications based on that field.

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