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Service Management - Automated email spamming our Service Management instance

Hello Admins!

One of our customer's has an automated email notification that is spamming our Service Management "New" Queue. The email is sent to our Service Management email address and the customer is unable to turn it off as it is part of the SLA that the notification needs to be sent.

What is the best way to deal with this? Is there any way a ticket can automatically be closed when a ticket is created because of this email address?



2 answers

2 votes
Lisa Grau Community Leader Jun 04, 2021

Hi Vanessa,

you can create an automation rule that deletes or resolved the ticket if the email adress/author matches this mail adress (or any other unique identifier).

Exactly how I would do it. I have a rule to auto close a ticket if it matches a request type "Resolved over the phone" and all it would take is to change request type to requestor or subject or whatever.

+1 Totally agree! In Automation you could compare "summary" or specific words in "Description". But be adviced not to use something that might be used by other Reporters which might close issues which shouldn't be closed :D

If it doesn't have to go to the desk, maybe you could route the noisy content to a different mailbox.

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