Forum Discussion

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.

  • 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?

     

    • 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

        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.