Recently, our techs have noticed that anytime they add a part to a ticket, e.g a screen, it will send a notification to the requestor. I have looked and there are no rules setup to do that, and the techs have stated this has started happening recently.
This is causing some confusion with our students, who have gotten used to when they get a follow-up email, that their device can be picked up. I can’t seem to find a way to turn this off district-wide, but I could be missing something. Is there a rule or setting that I’m missing to ensure that notifications aren’t sent on part add.
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Hi @DKaminga 607f66c pps ,
I hope you’re doing great! After investigating further, I found that there is a notification setting, Notifications > As Owner > Ticket Activity, in Site Options. This notification setting, when enabled, notifies the Requestor when a new part is added to a ticket. This notification setting can also be overridden by each user. I’ll attach a few screenshots for your reference.
In Site Options:
From User’s account:
I hope this helps! If you have any questions or concerns, please let me know. May you have a great day ahead!
Regards,
Jas
@DKaminga 607f66c pps Thank you for submitting your question to our community! 😄
One thing to note from @JDhanjal_iiQ suggestion is that this will not notify the user for comments on the ticket as well.
Has this always been this way, or is this a recent change? We have only recently seen this behavior around the parts being added.
Additionally, is there any way to have more granular control over this function. Generally speaking, we don’t need the end user being aware of us completing an action or adding a part. However, adding a comment is something that definitely should have a notification sent.
@DKaminga 607f66c pps This is not a new update. Here is an existing idea that you can add your use case and vote:
