Applies to: SharePoint Online and On-premises (2013, 2016, 2019 and SE)
Application type: NITRO Helpdesk, Facilities 2020, Request Management 2020 and Customer Service 2020
Description
This article explains the steps to configure a notification system for the Crow Canyon service request applications in such a way that when a new ticket is created, the notification goes to only specific users as per the conditions.
For reference, this configuration is implemented on ‘Tickets’ and ‘Email Tickets’ lists of the Helpdesk Application using NITRO Workflows.
The objective of such a configuration is to exclude some users from the application’s notification emails based on a specific domain when a ticket is created either from an email or through the backend/portal site.
Note: It is not necessary to use domain for the filter criteria. Any keyword can be used as needed.
Detailed steps
- To configure a custom notification system, it is required to first disable the standard notifications that are already configured in the application. To disable the default notification system, navigate to the Helpdesk application -> ‘Administration’ from the top link bar -> ‘Notifications’ from the quick launch -> Click ‘Notification on Ticket Creation’ as shown below:
2. Unselect ‘Notify Requester’ column -> Save the settings.

3. From the ‘Administration’ page, expand ‘Advanced’ section in the quick launch -> ‘Configure Lists’ -> Click ‘Configure Email Tickets’ tile -> Under ‘Permissions and Management’ section from the list settings page, click ‘Crow Canyon NITRO Workflow’ as shown below:

4. Create a new workflow on the ‘Email Tickets’ list based on ‘an item is modified’ event.
This workflow is being created so that the ‘Requester’ can be notified when a ticket is created from an email.

5. Configure NITRO Workflow as per the below screenshot:

6. Click ‘Conditions’ button from the ‘WORKFLOW’ ribbon -> Specify conditions.
Conditions:
Column Name | Operator | Value |
Related Ticket ID | equal | afterchange:[[Any]] |
ProcessStatus | equal | Created |
Sender | doesn’t contain | contoso |
Note: ‘contoso’ is the keyword based on which the notification will not be sent.

7. Add a ‘Send Email’ action and specify the details as shown below:

8. A sample mail template for reference is as shown below:


9. Publish the NITRO Workflow.
10. Navigate to the ‘Tickets’ list -> Configure a NITRO Workflow based on ‘an item is created’ event. This workflow is configured for tickets created from the backend site and from the application portal.

11. Specify conditions.
Column Name | Operator | Value |
Ticket Source | not equal | |
Requester Email | doesn’t contain | contoso |

12. Add a ‘Send Mail’ action. The mail template can be configured as shown in #8.

13. Publish the NITRO Workflow.
Note: The above configured NITRO Workflows will execute when a ticket is either created from an email or from the backend/portal site. Requester will not be notified on ticket creation if a new ticket contains ‘contoso’ in the ‘Sender’ column of the ‘Email Tickets’ list or in the ‘Requester Email’ column of the ‘Tickets’ list.