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Double emails that are being send  XML
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[Post New]19/07/2012 10:04:55
    Subject: Double emails that are being send
[Up]
Frood
SysAider

SysAider from release 7.5 Netherlands
Joined: 19/07/2012
Messages: 3
Offline
Dear Sysaiders,


I'm going to try to sketch a situation now and i hope u can follow and answer my question that i have.

The Situation:

if i make a SR then there will be a email send to the Enduser. The SR is not assigned to anyone yet.

After 10 á 15 minutes the SR will be Assigned to a person by the responsible admin that want to do it. a Second email will be send to the Enduser with information about it. But its almost the same information as the Submitted SR.

Now my question is next: Can i disable the 1 of the 2 emails that is being send, or can i edit the 2nd email when it is changed?


I hope you people can help me with this challange.


Frood

This message was edited 2 times. Last update was at 19/07/2012 10:07:56
[Post New]23/07/2012 06:54:54
    Subject: Re:Double emails that are being send
[Up]
leon.shlimak
SysAid Customer Relations

Joined: 28/09/2011
Messages: 68
Offline
Dear Frood.

You can customize the notification that is sent by using some IF expressions.
To do that, please go to Customize > Notifications > Email body to End User regarding a Service Request.

You can edit the text the following way:

#IF ${IsNewSr}==true
email that would be sent about the newly submitted SR
#end


Or, if you like, you can disable the NEW SR notification altogether by going to Help Desk > Help Desk settings > Email notification to end user when: Status changes to > Remove "New" from that list.

I hope that helps!
Cheers

[Post New]23/07/2012 07:03:34
    Subject: Re:Double emails that are being send
[Up]
Frood
SysAider

SysAider from release 7.5 Netherlands
Joined: 19/07/2012
Messages: 3
Offline
Dear Leon,


I will try it out and will reply back if it works.

Cheers,

Frood
[Post New]23/07/2012 07:53:37
    Subject: Re:Double emails that are being send
[Up]
Frood
SysAider

SysAider from release 7.5 Netherlands
Joined: 19/07/2012
Messages: 3
Offline
Dear Leon,

Thanks for the notification if solution.
It works.

i thank you for your time and help.

With kind regards

Frood
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