Skip to main content

I have my settings configured to send me a notification email when my tickets are updated (“when your ticket status, assignment, or asset changes”) which is okay...most of the time. This triggers two emails when a ticket is created via someone sending an email to the system. I get notified that a new ticket has been created but I also get an email because the status has changed from ‘From Email - Validating' to 'Submitted'. Can I set up a rule that stops the system from sending the status change email for just this scenerio?

@KBremner 76000e4 mtbluersd Thank you for submitting your question to our community! 😄

Are you automatically added to those tickets? If so, we can adjust your settings based on whether you are a follower or an agent so it only adds you to those emails once they are assigned to you. 

These would be tickets that I am assigned as the agent or as a follower by a rule.

@KBremner 76000e4 mtbluersd So I took a look at your rules and you have overdone yourself. I would suggest creating ONE created from email rule that approves the ticket creation, then within “when created” and add all your assignments there. If you have a specific user who needs to work tickets from email, you can add that as a filter. 

Does that make sense? 

I cleaned up my ‘when from email’ rules like you suggested but I still have the issue of the double email.

 

@KBremner 76000e4 mtbluersd This looks like it might be an issue on the backend, then. Please submit a ticket to support to get this escalated. 

 

Reply


Terms & ConditionsCookie settings
Incident IQ logo

Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

Corporate Headquarters:
750 Glenwood Ave SE, Suite 320
Atlanta, GA 30316