Workflow Task Notifications

Hello there, I want to confirm the following before making a change:

If the "Notify Responsible or Reviewer when a user comments on a ticket" setting is enabled, a notification will automatically be sent to the responsible or reviewing resources of that ticket when:

  • The ticket is commented on through the Services application
  • The ticket (or a related ticket task) is replied to through email
  • A feed item on the ticket (or a related ticket task) is commented on

A feed item on the ticket (or a related ticket task) is commented on means that if a person marks a task complete in a workflow, everyone on that ticket that is responsible for a task is notified.  Is this correct?

Thanks, Tevis

Asked by Tevis Boulware on Wed 4/13/22 6:19 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Mon 4/18/22 9:25 AM

Hello Tevis,

Unfortunately no, that line you have underlined means that a comment must literally have been typed/posted on a Feed post for either the ticket itself or for a task on that ticket. The action of marking a task complete is not a qualifying action to trigger a notification in the scenario this setting deals with.

No feedback
Thanks, Mark. A follow-up question. We have a workflow that involves about 20 different groups/people. Every time one of the responsible people updates a workflow task, everyone gets notified. Is there a way not to have everyone notified?

I am telling people to remove themselves as a contact on the ticket after they update their task. Is this the only way?

Thanks, Tevie - Tevis Boulware Mon 4/18/22 11:10 AM
What is the notification that everyone is getting whenever anyone completes one of their workflow tasks? - Mark Sayers Mon 4/18/22 3:44 PM