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Exclude address from email notifications

Hello,


I am looking for a way to exclude certain addresses from the ticket notification emails. We have external senders that would like to not receive notification emails when their ticket is created. Is that even a possibility? 


Thanks!


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Answers (1)

Posted by: barchetta 1 week ago
Third Degree Brown Belt
0

Yes. but unfortunately it would mean youd need to uncheck the boxes for notification on new tickets for submitter..  and youd have to use a rule for all of your new ticket notifications and exclude based on that rule.


Comments:
  • That's what I was afraid of - kind of an all-or-nothing approach unfortunately from the sound of it. - tbatchelder 1 week ago
    • I should have said.. it is my belief... if Im wrong someone please chime in.. if it helps, I had to do this recently, move to all rule notifications.. here is a handy rule which uses a label for sending.. so you could exclude your externals that way. It uses a concat to build the email address list.. I sure wish more people would submit rules here. It also includes moved tickets.. one thing I had to do right away was notifications on moved tickets.. I cannot believe nothing built in for moved tickets from one Q to another.


      SELECT
      HD_TICKET.ID AS TICKNUM, -- $ticknum
      HD_TICKET.TITLE, -- $title
      DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') AS CREATED, -- $created
      DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') AS MODIFIED, -- $modified
      -- change fields
      C.COMMENT, -- $comment
      C.DESCRIPTION, -- $description

      -- about the updater
      UPDATER.USER_NAME AS UPDATER_UNAME, -- $updater_uname
      UPDATER.FULL_NAME AS UPDATER_FNAME, -- $updater_fname
      UPDATER.EMAIL AS UPDATER_EMAIL, -- $updater_email
      IF(UPDATER.FULL_NAME='',UPDATER.USER_NAME,UPDATER.FULL_NAME) AS UPDATER_CONDITIONAL, -- $updater_conditional
      -- about the owner
      OWNER.USER_NAME AS OWNER_UNAME, -- $owner_uname
      OWNER.FULL_NAME AS OWNER_FNAME, -- $owner_fname
      OWNER.EMAIL AS OWNER_EMAIL, -- $owner_email
      IFNULL(OWNER.USER_NAME,'Unassigned') OWNER_USER, -- $owner_user
      -- about the submitter
      SUBMITTER.USER_NAME AS SUBMITTER_UNAME, -- $submitter_uname
      SUBMITTER.FULL_NAME AS SUBMITTER_FNAME, -- $submitter_fname
      SUBMITTER.EMAIL AS SUBMITTER_EMAIL, -- $submitter_email
      -- about priority
      P.NAME AS PRIORITY, -- $priority
      S.NAME AS STATUS, -- $status
      I.NAME AS IMPACT, -- $impact
      CAT.NAME AS CATEGORY, -- $category
      -- other fields
      (SELECT GROUP_CONCAT(USER.EMAIL SEPARATOR ', ') AS ADDRESSLIST
      FROM
      LABEL
      INNER JOIN USER_LABEL_JT ON USER_LABEL_JT.LABEL_ID = LABEL.ID
      INNER JOIN USER ON USER.ID = USER_LABEL_JT.USER_ID
      WHERE
      LABEL.NAME = 'YOUR LABEL NAME HERE') AS GROUPMAIL
      FROM HD_TICKET

      JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID = HD_TICKET.ID AND C.ID=<CHANGE_ID>
      /* complete history*/ JOIN HD_TICKET_CHANGE H ON H.HD_TICKET_ID = HD_TICKET.ID
      /* priority ********/ JOIN HD_PRIORITY P ON P.ID=HD_PRIORITY_ID
      /* status **********/ JOIN HD_STATUS S ON S.ID=HD_STATUS_ID
      /* impact-severity */ JOIN HD_IMPACT I ON I.ID=HD_IMPACT_ID
      /* category ********/ JOIN HD_CATEGORY CAT ON CAT.ID=HD_CATEGORY_ID
      /* owner ***********/ LEFT JOIN USER OWNER ON OWNER.ID = HD_TICKET.OWNER_ID
      /* submitter *******/ LEFT JOIN USER SUBMITTER ON SUBMITTER.ID = HD_TICKET.SUBMITTER_ID
      /* updater *********/ LEFT JOIN USER UPDATER ON UPDATER.ID = C.USER_ID
      LEFT JOIN HD_CATEGORY CTEXT ON (CTEXT.ID = HD_TICKET.HD_CATEGORY_ID)
      LEFT JOIN HD_STATUS ON (HD_STATUS.ID = HD_TICKET.HD_STATUS_ID)
      WHERE
      (C.DESCRIPTION LIKE '%CREATED%' OR C.DESCRIPTION LIKE concat("%Changed ticket Queue from%to%.%"))
      AND HD_STATUS.NAME != 'Closed'
      AND HD_STATUS.NAME not LIKE '%HOLD%'
      AND HD_TICKET.OWNER_ID = 0
      AND HD_TICKET.HD_QUEUE_ID = '4'
      AND NOT (CTEXT.NAME like '%Access Control%')
      GROUP BY HD_TICKET.ID
      HAVING 1=1 - barchetta 1 week ago

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