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.