Only send email acknowledgement to requester for tickets created by email
Short version: Is there any way to only send the email acknowledgement to a requester when the incident has been created due to them sending us an email? Or alternatively, can it be disabled for incidents which we create ourselves in the web interface?
Long version: When a user emails us, we want them to get the acknowledgement email. When we create an incident ourselves directly in the web interface, we don't want the requester to be sent an acknowledgement email. This is because they have usually just come to our office for an on-the-spot service like a password reset, or we are creating an incident for logging/reporting purposes but the work has already been done and finished. Either way, the sending of the acknowledgement email in these circumstances is unnecessary and can create confusion.
At the moment we get round this by having a dummy user who we set as the requester when we create the incident. Once the incident has been created we then edit to set the real requester. This does the job, but creates extra work and is easy to forget to do.
Long version: When a user emails us, we want them to get the acknowledgement email. When we create an incident ourselves directly in the web interface, we don't want the requester to be sent an acknowledgement email. This is because they have usually just come to our office for an on-the-spot service like a password reset, or we are creating an incident for logging/reporting purposes but the work has already been done and finished. Either way, the sending of the acknowledgement email in these circumstances is unnecessary and can create confusion.
At the moment we get round this by having a dummy user who we set as the requester when we create the incident. Once the incident has been created we then edit to set the real requester. This does the job, but creates extra work and is easy to forget to do.