Users adding comments compared to agents adding comments on RITMs/INCs
So I am trying to set up 2 different kinds of email notifications for incidents and req items. One of the conditions that I can choose [Additional comments] [changes]. There is no way to determine who it the person adding the comment meaning I can not do [Additional comments] [changed by] [User].
I understand that additional comments and work notes are not fields of the incident or ritm record and has a seperate entity in sys_journal if I am not mistaken. So right now my notification is set to 'who will receive' containing the assigned_to and is given a link to ${URI_REF} which links to the platform UI . And then a nother notification with same condition but sent to user with a mailscript linked to the service portal ritm record.
So what happens is both notifications fire to both people if either one of them add a comment and they see it in their own respective sites. in other words if user adds comment, they still get an email about a comment being added, same as agent.
Its really not THAT big of a deal but I can see maybe in the future some VIP personnel might find it annoying. Any reliable workaround?