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I would like an email to be sent to our requesters when a ticket has been assigned to an agent. I have created a workflow for this to happen and it is working as expected. The problem is, sometimes the emails are being sent multiple times per ticket if its being assigned to different teams/agents. Is it possible to have a workflow activate only once per ticket? 

thanks

 

I would like an email to be sent to our requesters when a ticket has been assigned to an agent. I have created a workflow for this to happen and it is working as expected. The problem is, sometimes the emails are being sent multiple times per ticket if its being assigned to different teams/agents. Is it possible to have a workflow activate only once per ticket? 

thanks

 

I think you can use tags, the workflow checks if the tag (Assigned) is set, if not it sends the e-mail and sets the tag. That way you can prevent loops. Or you can use a checkbox in the same way. 

Hi @Lal23 

Using tags (as suggested by @Daniel Söderlund) to manage communications is quite handy and you can use both Workflows and Business Rules to either add or remove tags from tickets.  As he describes, you would set a WF condition to check whether the “assigned” tag had been added to the ticket - if Yes then exit and if No then send email and add tag “assigned”.  This will prevent the looping.

Personally I like to add private notes to record when these kinds of behind-the-scenes things are happening bc the activities are not as visible, my agents sometimes forget to check.

@Daniel Söderlund & @BrynCYDEF 

Thank you - this has worked! 

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