cancel
Showing results for 
Search instead for 
Did you mean: 
apinard
New Contributor

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 :

 

image.png

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

Thank you.

5 REPLIES 5
GlennD
GoTo Manager

Re: Removing notification when closing ticket

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?

 

Glenn is a member of the GoTo Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!.

Free new user and admin training
apinard
New Contributor

Re: Removing notification when closing ticket

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
GoTo Manager

Re: Removing notification when closing ticket

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.

 

Glenn is a member of the GoTo Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!.

Free new user and admin training
apinard
New Contributor

Re: Removing notification when closing ticket

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
GoTo Manager

Re: Removing notification when closing ticket

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

 

Glenn is a member of the GoTo Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!.

Free new user and admin training