How to prevent a transition from notifying a SD customer


I would like to create some transitions without any notifications for service desk customers.

For example, a specific transition to resolve or close an issue that would not trigger any notification to service desk customers.

Other transitions should continue to notify service desk customers.

Is there a way to achieve this ? Maybe by adding a property for the transition ?

Thanks in advance


1 answer

0 vote
Susan Hauth Community Champion Oct 24, 2017

Hi Guillaume,

That's a bit tricky.  First of all even if you turn off customer notifications Service Desk will always notify the reporter when the issue is resolved (e.g. when the resolution is set).  So not sure how to get around that.

Alternatively you can turn off notifications and then just use Automation to drive the email notifications on the events you want to notify on.



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