Exclude user from "send mail"

[Sebastian John]

Hi,

with the help of an automation I want to send mails when someone writes a comment on a ticket.

How to "send mail" to "all customers involved" except for the author of the comment. He obviously knows about the comment - i dont need to notify him on that.

This is what i have so far - i just can not exclude that user that triggered the event with his comment:

[Marc -Devoteam-]

Hi @Sebastian John 

Based on all customer action, then no.

one workaround can be to add conditions based on smart values.

So if {{comment.author.displayName}} equals {{reporter.displayName}} sent mail to Request participants

In theory this should exclude the Reporter

The other part is more tricky, if one of the RP's is making the comment, as the mail needs to go to the Reporter and the rest of the RP's

Then you would first need to store all RP's in a variable then branch over the variable and check if {{comment.author.displayName}} does not equals {{issue.Request Participants.displayName}} sent mail to {{variable name in advanced branch}}

And a 3rd option if {{comment.author.displayName}} does equals {{reporter.displayName}} sent email to Reporter.

I hope this helps you.

[Sebastian John]

Hi,

thanks for the hints.
Funny thing is, in the "Customer notifications" section, there is a check box called "Exclude person who caused the action" - this is exactly what i am looking for in the automation:

Whatsoever today i try to implement what you suggested. At the moment i am not familiar with branches and storing things in variables and so on but.. i will try that out and will let you know.

regards

[Sebastian John]

Can I create a custom list with something like:
`list`= (reporter) + assigne + RP
`list`= `list`- user who triggered the event

and then "send mail" to `list`

[Marc -Devoteam-]

HI @Sebastian John 

The sent mail option has no exclude option.

I suggest to use the public comment action.

No you can't create a custom list.

[Sebastian John]

Hi,

we used to use the public comment action, but it does not let us add the priority of the ticket to the subject of the mail. Thus this is a requirement of some of our customers.

This is the reason why we started using an automation and in the subject field of the "send mail" component use:

"[ECS]: New comment on {{issue.key}}. Priority: “{{issue.priority.name}}”"

If this would be possible on the public comment action we would not have to use the automation.

regards