I just recently turned on client responded status. Since doing this everytime a new ticket is created and assigned to a technician the technician gets the Incident Change Notification email which goes to the client when they create a ticket letting them know that we have received their request and here is their ticket number. This has not happened in the past and I am not sure why it is happening now.  Under Customize Emails I don't have any of the boxes checked for owner. 


Also if the status is Waiting on Client to Respond and the kbox posts a message in comments that a machine has been deleted it changes the status to client responded back. I have that if the system posts a comment don't change status and it works for everything except the machine deleted message. 

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Answer this question or Comment on this question for clarity



Do you have any of the built-in rules turned on (below the Email on Events)

Answered 09/27/2013 by: Wildwolfay
Red Belt

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Not for the owner I don't.  I am not sure why this all of a sudden started happening.  

Answered 09/27/2013 by: scarpent
Fifth Degree Black Belt

  • Not the Email on Events, the TICKET RULES. There are 5 embedded TICKET RULES under the email on events, are those enabled at all?
  • Also would double check your own Ticket rules. If you took that status change ticket rule and duplicated it (which looks to be what is running) then it could be running that rule whenever there is a change detected.

    The "change on response" rule is good but can be annoying, as I know I had to configure mine not to change the status when certain OWNER ID's responded (or had an owner label) I would turn off a ticket rule at a time and TEST to see what ticket rule STOPS that extra notification.

    So: Turn 1 off, test, turn off the next one, test. When they stop (if they stop) then work backwards of turning them back on (skipping the latest one that made it stop) and troubleshoot which rule would cause this.

    And as I said, this sounds awful lot like the EMBEDDED ticket rule which DOES have a SEND EMAIL TO OWNER box within it.
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