Log Comment Notification Emails Received by User in Different Tenant
Article ID: 391798
Updated On:
Products
Issue/Introduction
A certain user is configured with the following permissions:
In Tenant A this user has the Analyst Access Type.
In Tenant B this user has the Employee Access Type.
In a request ticket in Tenant B, a log comment triggers a notification email which this user receives.
The user believes they should not have received this email due to their Employee Access Type in Tenant B.
Environment
Service Desk Manager 17.4.x
Cause
Each type of activity in Service Desk can have one or more Notification Rules associated with it. These rules specify that if a certain condition is met, a notification message should be sent to the selected recipients in the "Contacts" list. Notification Rules can be applied to a specific tenant or to all tenants.
When creating a Notification Rule for a specific tenant, and selecting the "Contacts" who will receive messages generated by that tenant-specific rule, the users, groups and contact types selected will receive the message, even if they are not associated with the tenant selected for the rule. (see How to Set Up Notification for an Activity - Create a Notification Rule)
In the situation described above, the Service Desk implementation has many tenants in addition to "Tenant-A" and "Tenant-B", and a Notification Rule from a different tenant was causing the reported email to be sent. This is because the user in question had been selected as a recipient to this Notification Rule from another tenant.
Note that when users are assigned Access Types they inherit all of the Roles associated with that Access Type.
Resolution
It is recommended to take into account all tenant-specific notification rules in order to find the one that is causing the message to be sent.
Additional Information
From the documentation:
Activity Notifications control both the contents of notifications and which contacts receive notifications for various events in the history of a ticket.
In a multi-tenancy environment, the notification rule is a tenant-optional object. Public notification rules apply to all tickets; tenanted rules apply only to tickets with the same tenant as the rule, or to tenants in its subtenant hierarchy. The tenanting restriction is applied in addition to any condition specified with the rule itself.
Default Notification Rules are stored as public objects. If multi-tenancy is installed, you must create a copy of the Notification Rule for each of the tenants, otherwise the Update Contacts option is restricted.
Manage Multi-Tenancy - Activity Notifications
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