Redundant Email Notifications
There are a couple of situations where email notifications are sent out that I feel are unnecessary.
- We have notifications enabled for the group when a request is assigned to the the group and to the technician when a request is assigned to them. Often a ticket is assigned to the group and individual technician at the same time. I'd like to request that a check be put in place so that an email is not sent to the group if the technician field is populated.
- We also have the notification enabled to email the technician when the requester replies to the ticket. Occasionally, a technician will create a request with themselves as the requester and technician for tracking purposes. When the technician/requester sends a reply to the ticket to record some information, ServiceDesk Plus sees the reply as coming from the requester and sends a notice to the technician, which in this case is the same person. Can a check be put in place for this that will not send notifications if the requester and technician are the same person.
Thanks,
Sheila
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