Question about notification on request closure
This seems obvious but I want to confirm.
We have ServiceDesk Plus configured to close a ticket three days after it is resolved. We notify the requester when we resolve the ticket, and do not want to send a notification when the ticket is closed. However, that appears to be what is happening. We have Acknowledge requester by e-mail when the request is updated turned on, and Acknowledge requester by e-mail when the request is closed turned off, but it appears that the system considers automatic closure to be an update, so it still sends a notification.
Is turning off the update notification the the only way to prevent notification to the requester when the request is automatically closed?
I've attached screenshots showing our setting, and the history and conversations from a recent ticket. Thanks for any guidance you can provide.
Ken Granger
Angie's list
Desktop Support Team Lead
ServiceDesk Plus Administrator
Just went live July 2017
v9241 on MS-SQL 2012
Updating soon
We have ServiceDesk Plus configured to close a ticket three days after it is resolved. We notify the requester when we resolve the ticket, and do not want to send a notification when the ticket is closed. However, that appears to be what is happening. We have Acknowledge requester by e-mail when the request is updated turned on, and Acknowledge requester by e-mail when the request is closed turned off, but it appears that the system considers automatic closure to be an update, so it still sends a notification.
Is turning off the update notification the the only way to prevent notification to the requester when the request is automatically closed?
I've attached screenshots showing our setting, and the history and conversations from a recent ticket. Thanks for any guidance you can provide.
Ken Granger
Angie's list
Desktop Support Team Lead
ServiceDesk Plus Administrator
Just went live July 2017
v9241 on MS-SQL 2012
Updating soon