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Can we stop mail notifications based on users grade?

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  • 1.  Can we stop mail notifications based on users grade?

    Posted 01-09-2018 02:43 AM

    Hi,

     

    We want to stop mail notification for users having higher grade in CA SDM . (for e.g :- users with high grade should not get mails when the status of the ticket is changed). Is it possible to do the same? Can anyone help us with the solution



  • 2.  Re: Can we stop mail notifications based on users grade?

    Posted 01-09-2018 03:12 AM

    What's a 'high grade' user ? For any user, you can set his/her notification methods to 'Notification' and no mails will be sent to that user.



  • 3.  Re: Can we stop mail notifications based on users grade?

    Posted 01-09-2018 03:30 AM

    @mitu is right but using different notification methods is a bit limited and sometimes hard to manage.

     

    Another workaround is to create separate Notification Rules for each Object contact and define conidtion in it, ex:

    • Activity: Status Change [ST]:
      • rule1: Notify assignee - [no condition]
      • rule2: Notify customer - [some condition]
      • rule3: Notify requestor - [another condition]

    Instead of having one rule with 3 object contacts.

     

    Regards,

    cdtj



  • 4.  Re: Can we stop mail notifications based on users grade?

    Broadcom Employee
    Posted 01-09-2018 04:02 PM

    Can you confirm if you want to fully block users of a given "grade" from receiving notifications?  Are you looking to conditionally control their notifications?  Can you also provide a description of a given grade?



  • 5.  Re: Can we stop mail notifications based on users grade?

    Posted 01-11-2018 07:11 AM

    Hi David,

     

    We want to block users of specific grade from receiving notification mails (as such ticket update status mails, transfer mails etc ). Yes we are looking to conditionally control their notifications.  



  • 6.  Re: Can we stop mail notifications based on users grade?

    Posted 01-11-2018 08:00 AM

    You didn't specify what 'grade' means for an User in SDM. There is no such field in the OOB installation, so which field on a user are you using to 'grade' it ?



  • 7.  Re: Can we stop mail notifications based on users grade?

    Broadcom Employee
    Posted 01-11-2018 08:53 AM

    I think that the simplest way to control end user receipt of notifications is to establish the notification levels that the "high grade" users would receive.  ie:  users with a "high grade" would receive notifications only if they were to receive a High or Emergency notification and to do that, give those levels only the notification method associated.  Their settings for Low or Normal Notifications would not even specify a notification method.

     

    If that is not a viable approach, the only other thing I can think of is to include logic in the notifications to check the "level" of the recipients intended to receive the message.  However, this would become cumbersome and tedious depending on the notifications and how detailed you want to get into controlling the notifications via conditional logic.



  • 8.  Re: Can we stop mail notifications based on users grade?

    Posted 01-11-2018 08:34 AM

    HI Mandar,

    First we need to understand what you mean by "grade" of the users.  What field is "grade"?   Are you using Group, Role, Access Type or a custom field?   Additionally, are these users end-users or analysts?  In other words, are they working on the tickets, or are they the affected end user on the tickets?

    With this information we can more accurately help you out.

    Thanks

    Jon I.



  • 9.  Re: Can we stop mail notifications based on users grade?

    Posted 01-12-2018 06:26 AM

    Hi Jon,

     

    High grade users means "High authority users" . We want to stop sending mail notification to high authority users who are the end users and they wont be working on the ticket. For e.g stop sending mail notification when the ticket of the status is changed to work in progress. Kindly help how we can achieve it.

     

    Thanks 

    Geetanjali



  • 10.  Re: Can we stop mail notifications based on users grade?

    Posted 01-12-2018 11:02 AM

    Hi Mandar, 

    I am not sure how you specify "Grade" within the product - is this a field you have added to contact records or something?  The only way I can think of is to disable the notificaiton methods for all notification levels on each of those high grade contacts you are referring to.  You would have to do that individually as there is no way to do that at a global level depending on "grade" (if you are using that as a field somewhere).

    Thanks,

    Jon I.



  • 11.  Re: Can we stop mail notifications based on users grade?

    Broadcom Employee
    Posted 01-12-2018 11:20 AM

    Mandar,

     

    Please be more specific by what you mean here when you say that high grade users means "High authority users".  What specifically constitutes such a user?  Is there a flag you have that denotes if the user is "high grade"?  Are you referencing a custom or Out of box field that denotes they are "high authority"?  And also, how exactly could these users be notified on a given case?  You mentioned end users.  Do you mean the affected end user on the ticket?

    As I said earlier, 
    the simplest way to control end user receipt of notifications is to establish the notification levels that the "high grade" users would receive.  ie:  users with a "high grade" would receive notifications only if they were to receive a High or Emergency notification and to do that, give those levels only the notification method associated.  Their settings for Low or Normal Notifications would not even specify a notification method.

     

    If that is not a viable approach, the only other thing I can think of is to include logic in the notifications to check the "level" of the recipients intended to receive the message.  However, this would become cumbersome and tedious depending on the notifications and how detailed you want to get into controlling the notifications via conditional logic.



  • 12.  Re: Can we stop mail notifications based on users grade?
    Best Answer

    Broadcom Employee
    Posted 01-12-2018 10:10 AM

    Mandar, you can consider using a custom notification method for this purpose. Please take a look at

    Change SDM Email From Address Tenant 

    your custom method/script will detect if high grader users, do nothing.

    Thanks _Chi