Notification - Re-open
Hi there,
We're getting multiple notifications triggered for the same event and I'm wondering if there is a way around it?
We put tickets into a 'STATUS' of 'Awaiting User Info' with the timer stopped. We do this when we need more information from the user for investigation.
When a user responds we get x2 notifications:
• Alert(or Notify) technician by e-mail when there is a new reply for the request.
• Send e-mail to technician when the request is reopened by the user.
This seems to be running when a request is not in a Completed Status?
The new reply one makes perfect sense but we're also getting the reopen notification which is confusing and not necessary at this point.
I don't want to turn the reopen notification because we actually need it when a ticket goes into a 'STATUS' which is 'COMPLETED' 'Resolved'.
Hope you can help.
Dave