BMS Workflows | Email notifications

Background

Before v5.8.0, When a ticket has multiple assignees, ccs on it, and the Workflow has a setting to update Assigned resources and cc's, Individual emails were sent to each resource separately, and cc's were copied on all of them. This caused cc's to receive multiple duplicate emails

Solution

Email notifications to cc's won't be duplicated. Notifications are separated based on the type of resource and whether the note posted is private or public. This article assumes that you are using workflows to notify CCs added to your tickets. 

Public Note  

  • All resources (Assigned Queues, Resources, Ticket Assignees) will receive individual emails.  

  • To field will have all the resources listed in it.  

  • All Ticket contacts and CCs will receive one email 

  • These emails will show the Contacts, CCs in the CC field. 

  • Other Emails (from workflow) will receive one email.  

  • These will be individual emails just like Assignees. 

Private Note 

  • All resources (Assigned Queues, Resources, Ticket Assignees) will receive individual emails.  

  • To field will have all the resources listed in it. 

  • Ticket contacts will receive NO email 

  • Cc's will be split into external and internal, individual emails to the CCs will be sent out if it's an internal resource.  

  • Other Emails (from workflow) - If Include Internal notes flag is selected, an individual email will be sent out.  

  • Mixed Note/All Activity fields template will also follow the above internal or external resource check and receive emails  

Email notifications to Assignees won't be including the ticket contact or cc's in the actual email. When an Assignee reply's to an email thread, it should update the ticket and the MSP should have a workflow similar to Ticket updated to notify the client to handle this.

The outbound log will reflect the number of emails the system is sending.

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