Disconnect tickets from Inventory without updating tickets


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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Answers (1)

Posted by: chucksteel 4 years ago
Red Belt
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.

  • 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? - BEJNo 4 years ago
    • Not if you are using the system rules, as far as I know. - chucksteel 4 years ago
      • what a bummer, but thanks for the quick answers. - BEJNo 4 years ago
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