Ramifications of the True/False Notified marker for a resource within a Group
When a resource within a group has a notification marker of True, or one of False, what notifications does this directly control?
I tested that if that is set to false, a person within the responsible group will not receive a notification from a comment when the commenter chooses to notify the responsible group. However, even if it is false, a person will receive a notification when a ticket is assigned to a workflow, or if the responsibility on the ticket is re-assigned. Therefore, it seems that this T/F setting for a resource within a group does not directly control all notifications that the resource receives when actions are taking place involving that group that the resource is in and a ticket.
Answer (1)
The Notified settings for user groups control who in the group is notified if that group is directly notified.
Notifying a group directly only sends emails to the users marked as Notified in the group.
However, when notifying multiple groups or users and groups, the system will follow a most inclusive model. This means that if at least one path to notify a user can be followed, the user will be notified. Here are some conceptual examples.
Given
- Resource X
- Group X, of which Resource X is a member and should not be notified
- Group Y, of which Resource X is a member and should be notified
Example 1
If someone notifies Resource X, Resource X will receive an email because individual resources always receive emails.
Example 2
If someone notifies Group X, Resource X will not receive an email because of the Group X notification settings.
Example 3
If someone notifies Group X and Group Y, Resource X will receive an email because the Group Y notifications settings say to notify Resource X.
Example 4
If someone notifies Group X and Resource X, Resource X will receive an email because individual resources always receive email.