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I have several resolution options enabled on my project, can I select which of the resolutions wo

Andrea Hardy

Question about resolution notifications to clients on server/data center

I have several resolution options enabled on my project, can I select which of the resolutions would trigger the notification email to the client ?

For example I have the resolution "incident resolved" and "incident on watch", can I select in the settings for only "incident resolved" to receive the notification but not for "incident on watch"?

Accepted answers

Mohanraj Thangamuthu

Hello, Good day. You can achieve this through the automation rule. You can create a condition to check the resolution type and then send a notification for a specific resolution.

All comments

Mohanraj Thangamuthu

Hello, Good day. You can achieve this through the automation rule. You can create a condition to check the resolution type and then send a notification for a specific resolution.

Andrea Hardy

@Mohanraj ThangamuthuThank you for this answer!

Andrea Hardy

Hi, Thank you!! One more question..
What about editing the request resolved rule in the Customer Notifications sections? If I go about this through automation only, I lose the metrics and the feedback survey that is automatically triggered when a request is resolved. To be clear the metrics and the survey are the goal but I need it to only trigger on certain conditions.

Andrea Hardy

@Mohanraj Thangamuthuplease see above response. thanks!

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