I have created several processes to enhance and streamline our work flow. The problem I have with this is as each process is closed so that it auto opens the next process the clients are getting the auto generated emails stating that their ticket has been closed. This gets very confusing to them. Is there anyway to have those emails not be sent to the client until all the child tickets are closed and the owner closes the parent ticket?

Is there anyway to have the auto close email turned on but not get sent for child tickets that are part of a process until all child tickets and the parent ticket close?
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scarpent this would have to be done with rules. you could replace the closure email with your own that changes the body text depending upon the situation. So a closure email on a child would look very different from a closure email on a parent.

I don't have time to give you specifics at the moment, but this is actually very similar to the email process in faq 1046 .

you would look for a closed state and join in all the users that are already in the HD_TICKET_CHANGE.NOTIFY_USERS list. You would not turn off the existing template but you would mark that change as emailed. similar to this post
Answered 02/08/2012 by: GillySpy
Seventh Degree Black Belt

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Here is my problem.

I don't want any email to be sent on the child tickets that are used in a process; email only gets sent when the parent ticket closes

I do want emails to be sent for child tickets when a parent ticket closes that has child tickets associated with it.

Don't know if this is possible or not
Answered 02/25/2012 by: scarpent
Fifth Degree Black Belt

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With rules almost anything is possible. When crafting the SQL query that determines if the rule applies you can add a statement that only matches if the ticket is a parent. If that is part of the query, then it won't match child tickets and the email won't be sent.
Answered 02/27/2012 by: steelc
Senior Yellow Belt

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