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apinard's avatar
apinard
New Contributor
2 years ago

Removing notification when closing ticket

Hi,


We have a group called IT. In that group, we are many technicians.

Something annoying is when a technician is closing many tickets in batch. We would received many emails that are saying "RESOLVED & CLOSED", tickets that are left without any comments - so no reason we got noticed. 


Is there anyway to disabled these confirmations when it's a bulk batch ? something to check before closing it ? 


I tried to check the "One-off Group Notifications" but it didn't work. 

 

The only way I found is changing the owner :

 



but i'm not totally sure it's the correct way. 

Thank you.

5 Replies

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  • GlennD's avatar
    GlennD
    GoTo Manager
    2 years ago

    After running this past some others in Support it looks like this is due to the fact that some events will always trigger emails. The only way to have the notification go to someone else is by removing any watchlisted users and changing the owner.

     

    Notifications that are sent out when these key events occur:

    • When re-assigned the new assignee is notified
    • When closed the owner is notified
    • When reopened the assignee is notified
    • When escalated the service administrators are notified
    • When resolved the owner is notified

     

  • apinard's avatar
    apinard
    New Contributor
    2 years ago

    No, I don't have any triggers related to what I'm saying at the beginning.

    Please read my first message again. There should be an option to remove notification when someone is closing tickets in batch.

  • GlennD's avatar
    GlennD
    GoTo Manager
    2 years ago

    This support article explains creating, editing, and deleting triggers.

     

    1. Go to the Triggers page as follows:

    • To edit service-specific triggers, go to Configure > Account-Wide Settings  > Triggers tab.
    • To edit account-wide triggers, go to Configure > Services > [select service] > [Incidents, Problems, Changes, Releases or Knowledge tab] > Triggers tab.

    2. Select the trigger you want to edit or delete.

    3. Make your changes as follows:

    • To edit the trigger, make your changes and click Save when finished.
    • To delete the trigger, click Delete Trigger at the bottom of the page and click OK when prompted.

     

  • apinard's avatar
    apinard
    New Contributor
    2 years ago
    Hi,

    So how would I know, where should I check ?

    But I don't think so. If I change the owner like I stated previously, I won't receive the email.
  • GlennD's avatar
    GlennD
    GoTo Manager
    2 years ago

    Hi apinard, welcome to the community.

     

    Is it possible that a trigger was set up to send the email notifications to all at some time in the past?