Hello, can somebody help out or did someone else have the same issues ?

When posting Notes to an incident, one can use the @mention functionality (@username) that will trigger sending an email to those mentioned in the note.

This means also that you need to set up a configuration of a "Notification" (with condition) in the Administrator Settings. 

We tried using the following:

with condition "Mentioned user" = "has a value"

However, you need to tick one option in the box (3) - "Who should receive this" (Members / Owner / Parent Members / Parent Owner).

The result is that upon creating a note, the "Owner" or "Members" of the incident or task ALSO receive a  (mail) notification on the note. (in the screenshot above, "the receive mail by default" is not activated, but we normally want to do this. 

The Final goal would be to have a way to send a Notification ONLY to the "@mentioned users" in the note, and not having all members / owner also receiving this.

Is there a way achieve this? 

Another remark / question: 

The in the received mail, the formatting (html) does not expand  in this case for the ${NOTE} . For any other Notifications (e.g. including  ${incident.description} - rich text format is "flattened") it works fine, no HTML visible.

Also the "${incident.properties.priority}" is not "resolved" - in all other notifications we made, it shows the actual content of the (select) field, here it shows a "value"

FYI using the on-prem version 46.1.52

Kind regards and thanks already

Guido Janssens

Hi Guido,

Focusing on your observation regarding ${NOTE}. Change it to ${note} (lowercase) and you should find that the HTML tags do not appear.

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BEN WILLIAMS

Original Message:
Sent: Wed November 29, 2023 04:37 AM
From: Guido Janssens
Subject: In-system notifications for Notes - @mentioned users only ? + formatting issue

Hello, can somebody help out or did someone else have the same issues ?

When posting Notes to an incident, one can use the @mention functionality (@username) that will trigger sending an email to those mentioned in the note.

This means also that you need to set up a configuration of a "Notification" (with condition) in the Administrator Settings. 

We tried using the following:

with condition "Mentioned user" = "has a value"

However, you need to tick one option in the box (3) - "Who should receive this" (Members / Owner / Parent Members / Parent Owner).

The result is that upon creating a note, the "Owner" or "Members" of the incident or task ALSO receive a  (mail) notification on the note. (in the screenshot above, "the receive mail by default" is not activated, but we normally want to do this. 

The Final goal would be to have a way to send a Notification ONLY to the "@mentioned users" in the note, and not having all members / owner also receiving this.

Is there a way achieve this? 

Another remark / question: 

The in the received mail, the formatting (html) does not expand  in this case for the ${NOTE} . For any other Notifications (e.g. including  ${incident.description} - rich text format is "flattened") it works fine, no HTML visible.

Also the "${incident.properties.priority}" is not "resolved" - in all other notifications we made, it shows the actual content of the (select) field, here it shows a "value"

FYI using the on-prem version 46.1.52

Kind regards and thanks already

Guido Janssens

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Guido Janssens
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