Email Assignment Notification

[Guest]

We receive Hornbill notifications when new tickets are assigned to our individual users/ teams, but this only happens when assignments are escalated\logged to that team, but recently, all users are now able to see all notifications assigned to every team which shouldn't be the case.

Can you please advise how to amend or correct this, because it never used to be that way. and now Finance sees tickets that has been logged to the ServiceDesk, and this is a bit frustrating for our teams.

[Victor]

@TonyOb can you please clarify the notification are about requests (tickets) assigned to analysts or tasks (activities within requests/tickets)? The screenshot suggests the issue occurs with tasks/activities but your description of the issue suggests otherwise...

[Guest]

Yes the notification refers to Requests ( logged/assigned/escalated)...

 

[Victor]

@TonyOb can you give me one or two examples of requests logged or assigned where the notification was sent to an incorrect team?

[Guest]

Sorry Victor...What I meant was that Notification sent to the IT ServiceDesk ( Logged/assigned) should only be visible to the SD Analyst\Team.

But we now have Finance Department that can now see the ServiceDesk Notifications etc.  Please see Screenshot below from a Finance user, who can see the ServiceDesk Notification...( Hope this makes some sense)