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What's the quickest way to block notifications from JSM Projects that an agent may be a part of?

Deleted user May 03, 2022

Hi there,

What's the quickest way to block notifications from JSM Projects that an agent may be a part of?

We're facing a challenge where we will have agents in multiple projects, but we're looking for those agents to only receive specific notifications relevant to them from those projects they may be a part of. 

What is the easiest solution to block specific unneeded noise for these agents?  

1 answer

0 votes
Stephen Wright _Elabor8_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 07, 2022

Hi @[deleted] 

Do you mean email notifications?

If so, I would...

  • Create a new Notification Scheme
  • Limit the notifications to only those which are useful for Agents
  • Apply it to all relevant JSM Projects

These notifications are only for internal Agents, and differ from customer notifications - see more about notifications for JSM Projects on these help pages.

You can also see the differences between internal and customer notifications on this help page.

 


You could also consider if Automation is an option here.

For example...

  • Limit notifications using the Notification Scheme
  • Create custom notifications using Automation - such as...
    • If the Due Date is before today, send an email to the Assignee
    • If the ticket was last updated over 3 days ago, add an internal comment informing the Assignee
    • ...etc

 


Let us know if this helps answer your question - or if you need any additional help!

Ste

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