Hello Everyone!

I am trying to setup a notification for incidents but do not want the original analyst who either opens the ticket himself or adds a comment to the ticket to be notified. I know there is a Cireson App for this but is there any way to do it manually? Thanks in advance!

Hi,

What's the problem? Do you want notify someone but the creator of the comment of ticket?

Hello Marat,

Thanks for your reply. My issue can be broken down to two scenarios:

1) I want to notify everyone EXCEPT the creator of the comment added

2) I want to notify everyone EXCEPT the creator of the ticket (IF the creator of the ticket is a helpdesk analyst and not the customer from the portal)

Then add a condition for the workflow.

How can I do that? Where can I edit the workflow that the notification uses?

Start with this.