- My View
The assignment group change is recorded, but it is updating the additional comments and sending emails to the customer. It should only update the activity log.
Does anyone know how I stop it from putting this update in the additional comments field?
By default, changing the assignment group should not write to additional comments. Are you sure there is no business rule or other logic in place that could be doing this?
What is the additional comments text?
In addition, have you verified the conditions on your email notifications? Standard 'comments added' notifications should only run when 'Additional comments' 'Changes'. Ensure there is no additional notification running when 'Assignment group' 'changes', outside that that that sends to the assignment group, and ensure it does not send to the 'caller'.
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Yes I found the business rule, someone had it updating comments instead of work notes. Thanks!