The GoTo Community is currently experiencing some technical issues affecting new posts and comments. You may need to reload the page you are on before you can post a comment. We are actively working with our service provider and apologize for the frustration.
Forum Discussion
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 "R...
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.
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:
- 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
