BMS Workflows | Email notifications

Problem

Before v5.8.0, when a ticket had multiple assignees, CCs on it, and the workflow had a setting to update assigned resources and CCs, individual emails were sent to each resource separately, and CCs were copied on all of them. This caused CCs to receive multiple duplicate emails.

Solution

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.

  • CCs will be split into external and internal. Individual emails to the CCs will be sent out if it is 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 will not include the ticket contact or CCs in the actual email. When an assignee replies to an email thread, it will update the ticket, and the MSP will 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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