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RonJaworski's avatar
RonJaworski
New Member
6 years ago

Trigger to Remove User From Watchlist

Hello Community - Thanks in advance for any help.

 

We have an email address on our domain set-up to foward to our GoToAssist Service Desk service to create incidents. We did this to help with our transaction to GTASD. Our user's are accustomed to email IT@ourdomain.com for support. Now IT@ourdomain.com forwards to it-help@ourdomain.assist.com and an incident is created. This works great most of the time.

 

In some cases when some sends an email and CC's it@ourdomain.com, it creates an email loop. IT@ourdomain.com is added to the watchlist of the incident. GoToAssist updates the ticket and sends an update to the watchlisted users including it@ourdomain.com which creates another update and then another and another.

 

So, the question is, is there a way to create a trigger to remove it@ourdomain.com from the watchlisted users? Or is there another configuration option that I am missing? 

Problem
Question
  • AshC's avatar
    AshC
    Retired GoTo Contributor
    6 years ago

    Hi Ron,

    I'm afraid I only know of a way to trigger the Addition of Users to the Watchlist, and not the Removal.  We'll let you know if this should change soon though.