We have a notification configured to send when the event incident.assigned.to.group is fired.
For incidents created by external ESM application this notification is not always sent.
The notification has the condition "Assigned to is empty"
When the notification is not sent we can see that the ESM application has already assigned the incident before the event was processed and thus the conditions for the notification were not met.
There are 2 requirements
The solution to this will be to alter the conditions in order to ensure that the notification is always sent for cases created by the "Auto ESM" caller regardless
There are 2 ways to achieve this
Either of these options would ensure that the notification is always sent when the caller is Auto ESM whilst retaining the original function of only sending for other incidents when the incident is not currently assigned.