Once our end users have filled out a ticket/request and click on Save, they are presented with another page with a Save option/button. Our users are clicking Save the second time and causing two emails to be genrated. While this does not affect the number of actual tickets/requests, it is confusing for the staff when they see two and sometimes three emails refering to the same ticket/request. Is there a way to change what heppens or where the end user's browser is directed after they click Save for the first time or grey out the Save button so it can't be clicked on again?

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If you have Submitter checked for "Any Change" in your e-mail on events, they will get an e-mail every time the save button is clicked, even if no fields in the ticket have been modified.

Answered 10/30/2013 by: TankGirl
Senior Yellow Belt

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Answer this question or Comment on this question for clarity



Take a look at your "Email on Events" settings and see how things are set; mine are below.  

Also look at your CC list for categories.  This can cause duplicates.  Finally, check your custom ticket rules if you have any.  

If that fails, refer to the Service Desk Admin guide



Answered 10/30/2013 by: Jbr32
Tenth Degree Black Belt

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