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#1 2020-02-18 17:36:39

MaCAU
Member
Registered: 2020-02-18
Posts: 8

Exclude followup author from notifications

I want the technician of a ticket to receive a notification when a follop-up is made. I can get to do that by adding "technician of ticket" to notification recipients. But the things is, if the technician writes a followup, he receives a notification of his own followup.

Is there any way to exclude the person who writes the followup from receiving a notification?

Thanks in advance!

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#2 2020-02-18 18:01:59

Sico31
Member
Registered: 2018-09-24
Posts: 321

Re: Exclude followup author from notifications

Hi.
i never receive such mail.
perhaps (not sure) because under my personnal account, the field "notif for my change" is "No" (in the personnal tab).

I don't know how to manage this for all your users, except make a SQL request


Manger un castor, c'est sauver un arbre

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#3 2020-02-19 09:16:44

MaCAU
Member
Registered: 2020-02-18
Posts: 8

Re: Exclude followup author from notifications

Hey,
I've already read that in other posts, and i've set "Notifications of my changes" to "no" on a specific user. But I still get the same problem. If that user is assigned as technician in a ticket and adds a followup, he receives a notification for the new followup.

Followup notifications Recipients are "Requester","Watcher" and "Technician in charge of the ticket". However, for some reason the Requesters do NOT receive a notification from their own followups.

Last edited by MaCAU (2020-02-19 09:16:56)

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#4 2020-02-21 12:24:16

MaCAU
Member
Registered: 2020-02-18
Posts: 8

Re: Exclude followup author from notifications

Any help on this?

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#5 2020-02-28 09:22:15

MaCAU
Member
Registered: 2020-02-18
Posts: 8

Re: Exclude followup author from notifications

Update: I previously said that "Requesters do NOT receive a notification from their own followups.". They do receive them indeed. SO, the problem occurs both for technicians and for requesters

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