How to limit outgoing Owner notifications based on Team values

Version 1

    Details

    You want to limit outgoing Owner notifications based on Team values within an Incident. 


    For example:
    If the Owner Team = Service Desk or IT and the Owner changes, send an email to the new Owner. 
    If the Owner Team = Desktop Support and the Owner changes, do not send an email to the new Owner

     


    Resolution

     

    Out of the box, there is already a trigger for Owner Assigned.

    Add a new conditional expression based on $(OwnerTeam == "Team1" || OwnerTeam == "Team2").

    This will allow the trigger/quick action to only be run when those values are present for the Owner Team.

     

    1.    Launch Configure Application

    2.    Select Business Objects > Incident

    3.    Select Business Rules

    4.    Expand Triggered Actions

    5.    Edit the Owner Assigned trigger

    6.    In the Conditional Expression, add the following:

     

    $(OwnerTeam == "Team1" || OwnerTeam == "Team2")

     

    7.    Save

    8.    Enable the Trigger

    9.    Refresh browser