5 Replies Latest reply on Jul 10, 2019 1:06 AM by Marek Ceizel

    Suppress Notification for new resolved ticket

    Marek Ceizel
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      Hello,

       

      Specific situation but surely not so unique.

       

      - The customer creates a ticket (e.g. Incident) and saves it in Status Resolved (during the call a solution was provided and worked).

      - According to the setting this incident creates a service request - in status completed

       

      The user gets two notifications from the ServcieRequest.

      1) SR Created

      2) SR Resolved.

       

      of course from technical point of view is this correct. SR was created and resolved. But exactly for this situation where the ticket was save directly in status Resolved we don't want to get the notification 1). just the second one.

       

      I can imagine custom solution of ocurse. But did anybody had the same requirement and some clean nice solution ?

       

      thanks a lot

      Marek