Hello,

is there a way to remove the machine connection from a ticket, without getting the ticket updated or an e-mail send?
We need to disconnect already attached machines from the HD_TICKET MACHINE_ID Field. Without removing this we aren't able to delete a bunch of old inventory.
I've already disabled the machine field in the accorded queues, to prevent new tickets from getting an inventory attached.

Is there a way to decline ticket update or e-mail notification within an Custom_Ticket_Rule?
Does anyone already use a Custom_Ticket_Rule doing anything kind like this?

Best regards

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If you are using a custom rule to send out your notifications then you should be able to adjust the rules to not send notifications if the field being changed is MACHINE_ID. We have most of our rules setup to only send notifications on open tickets, too, this prevents emails being sent when machines are deleted that are attached to old tickets.

Answered 05/06/2016 by: chucksteel
Red Belt

  • We're using the build in function for our Queues. There is another problem we're dealing with, a few days ago we deleted one of those inventories with an attached ticket and now there is a comment add to this ticket, is there a way to prevent tickets get commented?
    • Not if you are using the system rules, as far as I know.
      • what a bummer, but thanks for the quick answers.
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