Hello,
I'm new on itop and i'm fighting with notifications.
I have create a notification when ticket is assigned to an agent, it's works perfectly.
I have create a second notification with the trigger "object update" , to notify the agent of a new element on ticket. It's works too.
The problem is when a ticket is assigned to an agent, the system send two emails, one for the assign and another one for the update.
How can i do to block the update notification in this case (first assign).
Thank you for helping !
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Can you share how your trigger and notification looks like for the "assigned to an agent"? I'm struggling to get that to work. All help is appreciated ! :)
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
Hello,
I'm new on itop and i'm fighting with notifications.
I have create a notification when ticket is assigned to an agent, it's works perfectly.
I have create a second notification with the trigger "object update" , to notify the agent of a new element on ticket. It's works too.
The problem is when a ticket is assigned to an agent, the system send two emails, one for the assign and another one for the update.
How can i do to block the update notification in this case (first assign).
Thank you for helping !
Can you share how your trigger and notification looks like for the "assigned to an agent"? I'm struggling to get that to work. All help is appreciated ! :)
Last edit: Niclas Eriksson 2025-01-15
Hello,
You should tweak the OQL of the object update trigger : remove the assigned agent with a condition like
WHERE id != :this->agent_id