KACE Product Support Question

Can you stop emails from sending in a work flow process?

04/15/2020 147 views

We have created work flow processes for example: Purchasing Computers

The clients are complaining that every time a ticket is closed in this process (including the approval required)  they get an email and they don't want that. They only want to know when the original ticket opened and the final ticket closes when their equipment arrives.

Is there a way to do this and not keep normal tickets from getting emails? 

In the process itself we don't have notifications checked.

Any ideas? 

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All Answers


This is probably because, even though it is a workflow or process, the same email rules apply as in the queue main setup. So if you have the box ticked to email the customer on closure, it will do that for every ticket in the process.

i would suggest you cut back the queue matrix and draw up a table defining, for any service desk ticket, when you want an email sending and then consider creating ticket rules to send the emails at only the correct points in the process.

You can also employ hidden switch fields to make sure only a single email is sent, which is a technique we use regularly.

To do that, use a custom field and display it in a ticket, call it ‘Switch Field’

Set the default field value to ‘1’ so every time a ticket is logged the field has the default value ‘1’ entered.

Now build your ticket rule, maybe using the wizard, say « when the ticket status is Closed and the switch field is 1, then set the switch field to ‘2’, but send the closure email, using the fields within the ticket rule. Run the rule on ticket save.

This means that only a single email is sent on closure, as the Switch Field will stop the rule running more than once.

Get in contact if you need more specific help, good luck

Answered 04/15/2020 by: Hobbsy
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