I have a trigger that I would like to raise email actions on after 15 minutes of it being a problem. The two recipients need to be handled differently. Recipient A [Helpdesk] needs to get a Problem email, but not a recovery email [that would raise an unnecessary ticket]. Recipient B [a group of people] needs both Problem and Recovery emails.
If I put both recipients in one Action Operation step, they both get the email if there is a problem that lasts >15m, as expected. I put Recipient B in the in the "Send message" recovery operation step, and they get an email when the trigger clears. Unfortunately...Recipient B *also* gets emails saying that the trigger cleared when a trigger has cleared after <15m, with no corresponding Problem email. This causes noise and unnecessary confusion.
The solution to recovery-without-problem notifications is to use "Notify all involved". So this means two actions instead. Yet more complication, but I did this. I now have an action each for the two recipients. Helpdesk recipient has no Recovery operation. Recipient B has "Notify all involved" Recovery operation. Recipient B now no longer gets any emails at all about issues <15m. Great. But now the Helpdesk recipient is getting Recovery emails! I thought I had accidentally left the helpdesk recipient in the Recipient B action, but no. The Action Log confirms that Recipient B action is notifying the helpdesk recipient, presumably due to the "Notify all involved" option :-(
So how can I achieve what I want?
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