how to remove a queue owner from getting emails


currently I have it set up to receive emails and create tickets to an email address. This email address is also apparently the owner of another queue because once a ticket is generated in separate queue (in this case, HR) an email is sent out to the queue owner and creating a ticket in that other queue (IT). How can I turn this off? I recently upgraded to 13.1.79 and since that upgrade this has been an issue. 

thank you!

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Answers (1)

Posted by: Hobbsy 2 months ago
Red Belt

You need to work out which email sending function is sending the email that is in turn creating the new ticket.

The system is emailing the second queue either because the user associated with that email address is down as the submitter,

or because they are set as the ticket owner

or there is a ticket rule that may be generating the email.

So in the first queue, turn off all options for alerting when a new ticket is created, see if that stops the issue

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