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.
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?
1. Go to the Triggers page as follows:
2. Select the trigger you want to edit or delete.
3. Make your changes as follows:
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.
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: