We have New Hire and Employee Title Change tickets kick off 10 Child Task tickets each and I've set up a rule for the Main Ticket to email several DL's when created. Is there any way to turn off email notifications for the Child Tasks so we aren't getting tons of emails (I'm both DL's that are being emailed, so I'm getting 20 tickets per new hire)? Only a few of the tasks are assigned to specific users, the rest are unassigned.

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  • Even though they are apart of a parent, each ticket is still considered an individual ticket and thus still affected by the Email on Events. I did a search but didn't see anything might help like a ticket rule to stop emails from going out.

    It might be possible but it would be a custom SQL.
  • Yeah, I was wondering if this could even be done since they are individual tickets.
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I have a method of achieving this:  I turned off all automatic emails except the owner Checkboxes (all but resolution change are checked) and then I have a rule set to send an email to a user then the parent ticket closes, and an email to the individual owner when their child tickets are open.

We don't believe in sending emails to users after they open a ticket... well.. BECAUSE THEY OPENED THE TICKET.

so Long story short:  Process created, 5 emails to the 3 techs for each ticket created (if certain criteria is not met, then I have a rule that automatically closes the ticket).  When the child ticket is closed, no email.  When all the children are closed, the parent closes and sends 1 email to the submitter saying "NEW HIRE COMPLETE" and I've modified the survey to basically say "Open the comments, all the child info is there, if everything is correct please inform us in the Survey."  Once survey is done, sends 1 last email to 1 tech to verify completion.


That wasn't so short after all.  Anyways:  including the rule to close tickets automatically if criteria isn't met (checkboxes aren't checked, different users need different things, no point in making useless tickets) it is about 8 rules working together.  Auto-Close tickets, child closes parents (includes email), Parent information flow > Child tickets, and notification rule.

Answered 06/27/2013 by: Wildwolfay
Red Belt

  • If you are more curious on how I developed the Parent creates only the tickets you need method, I can send you an email regarding it (which won't take long now that I've got the email formulated, FORWARD FTW!)
    • I would like to also see this email we are having the same issues. scarpent@ashland.edu
  • That would be great - thank you! Sounds just like what we're looking for! I thought my email was listed under my profile - guess not! you can contact me at jeff.norris(at)columbiasouthern.edu
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We just created a service user account in Active Directory. On a workflow ticket that doesn't require the submitters input, the default submitter is set to that service user account.

Answered 07/02/2013 by: jmarotto
Second Degree Green Belt

  • I did something similar by making a SERVICE LEVEL 1 account for OWNERS and we just set our view to that "pool" of tickets.
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