How to keep reviewer (or other group/person on ticket) from being notified unless specifically selected to notify via a comment?

Is there a way to only notify a user or group when specifically selected via a comment?  I'm trying specifically prevent email replies to the ticket from going to this user.

I was hoping that putting the user as a Reviewer might do it.  This article https://solutions.teamdynamix.com/TDClient/KB/ArticleDet?ID=4124 sounds like the Reviewer will not be notified on email replies if there is a Primary Responsibility -  but that seems to be only true if someone in the Responsible Group has their email set to "True" for that group.  In this case, we have a situation where that's not so!

Is this comment-only notification something that can be achieved?

 

Tags email notification notifications reviewer
Asked by David Durling on Thu 9/15/16 3:17 PM
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Answers (5)

This answer has been marked as the accepted answer
Mark Sayers Mon 9/19/16 12:46 PM

David,

If the group or person(s) would not otherwise be involved with working the ticket, then you should be able to just add them via the People tab on the ticket, on a per-ticket basis, when it is necessary to contact them for an update. Then, choose to notify them via the Comment or Update on the ticket as needed.

Does that suit the needs of this concern?

Sincerely,
Mark Sayers
TeamDynamix

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David Durling Mon 9/19/16 10:46 AM Last edited Mon 9/19/16 10:53 AM


This group just needs to be notified of some of the technician updates on the ticket.  They don't need to work the ticket at all or have responsibility for anything on the ticket.  I thought Reviewer might fit, but if some other role would do, that would be okay.

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Mark Sayers Fri 9/16/16 10:14 AM

I guess the main thing we need to know is what will this person or group's association with the ticket be? Are they the ticket's creator? Working on the ticket? Assigned to the ticket or a task on the ticket?

Once we know that information, it will be a bit easier to best offer advice.

Sincerely,
Mark Sayers
TeamDynamix

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David Durling Thu 9/15/16 4:51 PM

Hi Mark,

Thanks, I've tested different scenarios with the article on ticket creation in mind, and the problem I ran into is even if the checkbox on the ticket type is NOT checked to notify the reviewer, they will be notified IF no one in my test Responsible Group has their notifications turned on.  (I can toggle a member of the Responsible Group's notifications on & off , and if on, the Reviewer won't be notified, and if off, the Reviewer will be notified.)... which is all not a big deal in itself - it seems like the system knows that even though there's a Resp Group, no one in it is going to get the notice, so it emails the Reviewer instead.

But another way of stating my basic issue is:  Is there some way to have a person (or group) selectable to notify via a comment & ensure that they would not otherwise be notified?  They wouldn't necessarily have to be the reviewer.

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Mark Sayers Thu 9/15/16 4:33 PM

Hi David,

According to the article you listed, the reviewer of a ticket type will not be notified of the creation of a ticket if the ticket does have primary responsibility set on it. The reviewer (be it a person or a group) will only be notified of a ticket's creation if there is no primary responsibility set and the ticket type is set to notify the reviewer of new tickets. Again, this all only applies to new tickets.

It would be valuable to view this article as well in regards to ticket response threads (https://solutions.teamdynamix.com/TDClient/KB/ArticleDet?ID=566). The writer of a ticket comment, as well as anyone else who has responded to their comment, will be notified whenever someone replies by email or further comments on the existing comment thread in the ticket feed. If the reviewer is one of those (either the writer of the post or someone who had responded to the comment before the next person added another response) then they will be notified. To exclude someone from the notifications, start a new ticket comment and select only those desired to be contacted.

I hope this helps to answer your question. If you have further questions or concerns about this please let me know.

Sincerely,
Mark Sayers
TeamDynamix

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