I have a CTR for notifying the submitter after they've submitted a new ticket. It's used in a process. The problem is that it sends a new email for the parent ticket AND every child ticket that is automatically created from it.
How can I limit it to just send for the ONE parent ticket and not each child ticket?
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Modify the rule to verify that HD_TICKET.IS_PARENT = 1

Note that if this queue has processes or tickets that don't rely on children then this would stop notification on other tickets. You could also try checking for HD_TICKET.PARENT_ID = 0, that would only match tickets that do not have a parent ticket, including if they are a parent themselves.

Answered 02/03/2015 by: chucksteel
Red Belt

  • It seems to have worked---I did the first option. Thanks a lot!
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