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Prevent 2 Email Notifications For Tickets Opened And Closed On 1st Contact

Question asked by Stuart_ on Mar 21, 2016
Latest reply on Mar 28, 2016 by Stuart_



When someone calls the IT Service Desk and gets their issue immediately resolved over the phone, I don't want them to receive 2 email notifications.


This is currently happening due to the Activity Notifications, 'Initial' and 'Close' for Requests, Incidents and Problems. In this scenario the ticket should be saved with the status CLRFC, which we title 'Closed Resolved 1st Contact'. So ideally the 'Initial' email notification will not send, if a ticket is saved with this status.


We are using SDM 12.9


Thanks Stuart