CA Service Management

Is there a way of creating Condition, which would check who updated a Request and if it is assignee of that ticket, do not send the 'Status Update', 'Log Comment' and other notifications?

From the other side, I would like the assignee to receive notification only by updates triggered either by the system (SLA violations) or by other Analysts or Users updating their tickets.

I contacted CA Support and they pointed me to Communities, but I did not found any useful post for this.

Hi 

Have you looked at the Notification Rules? The first item sound like could be done using this as you can attach conditions to Activity Notifications.

Kind Regards,

Brian

Hello Brian,

that was my initial thought to do it with Conditions, but how would you define the condition?

Hi Pavel,

I think the condition would check if the last_mod_by is the same as assignee. And then for that notification you simply don't add the assignee to the object contacts that are notified.

P.S. I have tested this, but sounds logical doable in my mind ;-)

Kind Regards,

Brian

PavelO,

I had a similar requirement to check if the last mod by was the customer and then update status.  I think you may find this useful.  The last_mod_by notification association attribute had to be created first before it is visible.

SDM - Take action if Log Comment is 'Created By' Customer 

Regards,

J.W.

Thanks J. W.

I did actually figured this out by the answer from Brian, but your guide is self explanatory.