KACE Product Support Question
Custom Email Rules: Send only one email upon ticket closure
I am looking for some help/hints on creating a custom email rule for our helpdesk queue, I've never played with this part of KACE so I'm a little clueless.
Our goal is that when a ticket is closed the submitter only receives on email saying its closed and what the resolution was etc. Currently they receive 3-4 emails due to the email notification settings being set to send an email on: status change, comment added, ticket close, and owner/technician change. We need to keep all of those options turned on as we do want users to be notified of all those changes during the rest of a ticket's lifetime, we just want to circumvent those during the actual ticket close.
I did have a short discussion over chat with support and they indicated I would have to create a custom rule myself or create a ticket for them to write it for me. Any tips/advice is greatly appreciated. Thanks in advance!