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How can i disable sending Notifications by Automation?

HI, my customers are bombed with email notifications!

How can i disable the notification, when Status was changes from or to "Waiting for Customer" or "Waiting for Support"

Its enough if the user get the comment itself, antoher mail is unnecassary

3 answers

1 accepted

1 vote
Answer accepted
Daniel Ebers Community Leader Feb 15, 2021

Hi @NicoDeluxe

sure - you can adjust the customer notifications to your needs.

Following two documents should get you started:

Regards,
Daniel

Hi Daniel, thank you. But i dont get it. Where can i disable that the automation sends email.

there are mails with "Automation changed status to waiting for suppoer"

I dont find the place where i can disable it. In your link i see project settings > customer notifcation > customer visible status 

But what is a customer visible status?

Daniel Ebers Community Leader Feb 15, 2021

If you are sure Automation changes it directly you can find it in your project under Automation.

The question here is, is it a mail from Automation directly, a customer notification or an agent notification? The format of the mail should tell it, they look pretty different.

The mail looks like this. This is unnacessary. Also if a supporter add a comment, then the user will get "status changed waiting for customer"image.png

Daniel Ebers Community Leader Feb 15, 2021

I'd say you can disable it by clicking on the green switch:

grafik.png

This direct link should you get there:
https://YourGreatSiteName.atlassian.net/servicedesk/admin/YOURPROJECTNAME/customer-notifications

I think thats it! That was a way to easy! Thank you very much

Is there a way to prevent it also, that agents dont receive mails by automation app?

Daniel Ebers Community Leader Feb 16, 2021

I think there is a check box in the automation rule to exclude sending mail - but you might be better asking in a separate thread for automation specialists.

It also depend a bit on the rule.

grafik.png

You can either have the one or the other. By disabling the notifications you disable all of them. Even them sending by your automation,

Through setting?

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