We recently had a customer complain that they weren't getting notifications for an issue. The request participant on the same issue received the notification and when the customer checked his spam filter and had his internal IT dept check their email relays, the notifications were no where to be found.
After digging around in the SQL tables (we're on service desk server) we managed to figure out that the customer clicked on "Don't Notify Me" for the 2 issues that he wasn't getting notifications on.
While we do have DBAs who can check the tables if something like this happens in the future, their time is precious and we don't exactly want to waste it on something like this. Is there some other way that we can check to see if a customer has clicked "Don't Notify Me" without digging into the SQL tables?
You can use plugins which provide scripting capability and access to the database, eg. Power Scripts. The datasource can be configured to use credentials which will have read-only access, so you can make sure that no data integrity will be affected by malformed scripts. And once datasource is setup you can run regular SQL queries (which though should conform to the database engine) as described here.
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