I currently have a notification that is triggered when a ticket is updated via email. The trigger currently has two actions (one to notify the caller and contacts and another to notify the agent).
So if the caller updates the ticket via eamil the agent gets a notification email with the update (with $this->head(public_log)$ as the body of the email). If the agent then replies via email, my notifications will send the agent his own update.
I'm trying to figure out how to exclude the sender (whether that is the agent, the caller, or one of the linked contacts) from receiving a notification of their own email update.
Anyone have any thoughts on how to do this? Or is there a better way to structure the notifications?
Thanks,
Gene
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that is because you inserted a query which will send answers to the agent.
we got 2 fields: 'to' and 'answers to'
leave 'answers to' blank. Answers to defines who will recieve a mail in case that the sent mail will be answered. So if the notification is sent to the agent and the agent answers his own notification mail, the answer will be forwarded to him again.
I hate bunched up querys so I decided for myself to unly use multiple actions on one trigger if really necessary(1-n). Usually I will do simple 1-1 connections so that a larger change of the query does not destroy other ones or causes spamfloods after being altered.
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
I currently have a notification that is triggered when a ticket is updated via email. The trigger currently has two actions (one to notify the caller and contacts and another to notify the agent).
So if the caller updates the ticket via eamil the agent gets a notification email with the update (with $this->head(public_log)$ as the body of the email). If the agent then replies via email, my notifications will send the agent his own update.
I'm trying to figure out how to exclude the sender (whether that is the agent, the caller, or one of the linked contacts) from receiving a notification of their own email update.
Anyone have any thoughts on how to do this? Or is there a better way to structure the notifications?
Thanks,
Gene
I see the 'Email notification (ActionEmail)' in the Data Model, maybe that holds some promise...
No that just looks to me like the definition of the notification itself...
Last edit: Gene Matthews 2014-12-17
that is because you inserted a query which will send answers to the agent.
we got 2 fields: 'to' and 'answers to'
leave 'answers to' blank. Answers to defines who will recieve a mail in case that the sent mail will be answered. So if the notification is sent to the agent and the agent answers his own notification mail, the answer will be forwarded to him again.
I hate bunched up querys so I decided for myself to unly use multiple actions on one trigger if really necessary(1-n). Usually I will do simple 1-1 connections so that a larger change of the query does not destroy other ones or causes spamfloods after being altered.