Group Email Notifications
Wondering if anyone has a solution to this issue.
- Technician fills out a request for another user. (i.e. user calls the help desk)
- Technician assigns the request to themself and closes the request.
- The technician did not pick a group as he is assigning the request to himself.
- SDP automatically picks the group that the technician belongs to which triggers the notification to send an email to the other technicians when a request is placed in a group.
So a request is created and closed but whenever a request is placed in a group, an email is sent out to group members despite the request being assigned to a technician. Long story short, other technicians are getting unnecessary notification emails when a ticket is assigned to a technican because SDP automatically picks a group.
- Technician fills out a request for another user. (i.e. user calls the help desk)
- Technician assigns the request to themself and closes the request.
- The technician did not pick a group as he is assigning the request to himself.
- SDP automatically picks the group that the technician belongs to which triggers the notification to send an email to the other technicians when a request is placed in a group.
So a request is created and closed but whenever a request is placed in a group, an email is sent out to group members despite the request being assigned to a technician. Long story short, other technicians are getting unnecessary notification emails when a ticket is assigned to a technican because SDP automatically picks a group.