Resolved disabled but still getting notifications

[Edwin Gonzalez]

Request resolved is disabled in Customer notifications, but the emails are still being sent. Is there a reason why?

[Chris Rogers · Accepted solution]

Hi @Edwin Gonzalez 

Are you able to include a screenshot of the notification that is still being sent?  I've had a few users reach out to say they still received emails but didn't know they were agents, and the project's notification settings were still treating them as agents.

[Edwin Gonzalez]

I am an agent, when I mark the issues as done. Reporter and request participants get an email like this

Even though the option it's not enabled. 

[Marc -Devoteam-]

HI @Edwin Gonzalez 

Welcome to the community.

This is related to the enabled custom notification "Customer-visible status changed".

Either you can disable this, or on each request look at the "Workflow statuses" here you can change the customer visible status, to be something else or be identical like another one on the workflow, so this notification is not triggered

[Edwin Gonzalez]

Ok. Thank you.

I can't disable that because I would like user to know when a ticket has changed to In Progress, but it's very annoying when closing tickets, I get a notification every time on the IT email account saying that it closed.

[Marc -Devoteam-]

HI @Edwin Gonzalez 

Look art the 2nd part of my reply.

Change the workflow statuses on each request. On de status Resolve, set for example in Progress, than this email wil not be sent.

If you don't want this, your only other solution is to create an automation rule that will handle sending emails