Update Notifications Being Sent by default

Hello.  Please see the screen capture below.  We have an application where the "Notify Requestor by default on Ticket Updates" setting has both Notify Responsible or Reviewer and Requester unchecked.  However, when the ticket is updated by the completion of a workflow (API User), both the requester and the reviewer are notified.

How can we prevent these notifications from going out?

Thanks, Tevis

Asked by Tevis Boulware on Fri 11/18/22 12:39 PM Last edited Fri 11/18/22 12:39 PM
Sign In to leave feedback or contribute an answer

Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Fri 11/18/22 1:19 PM

Hello Tevis,

That sounds like it is happening because the workflow is configured to set the ticket to (a certain status) upon reaching the end step of the workflow. When that configuration exists, it *will* be expected to notify both the responsible and Requestor on the ticket that the workflow has ended and status is being changed.

You could work around that by *not* configuring the workflow specifically to change the status upon reaching the Approval/Rejection end step, and instead just use a web service step as your last workflow step where that web service step PATCHes the ticket closed.

1 of 1 users found this helpful.
Why should the source of the update, in this case, a workflow completion step, override the settings in the application? (Also, I already tried not changing the status, and the behavior was the same). But I will keep looking for a workaround)

As a side note, this is critical since these are "private" security incident tickets where the target of the incident shouldn't be notified of the ticket at this stage of the incident. - Tevis Boulware Fri 11/18/22 1:23 PM
Interesting, wait so is there already a workflow web service step that is performing a PATCH on the ticket's status to move it from In Process to On Hold, or On Hold to some other status when the workflow ends? If so, you may need to see how that step is configured to check it if is notifying them for some reason. - Mark Sayers Fri 11/18/22 1:28 PM
I was able to work around the issue; however, it did take adjusting the business unit's workflow a bit.

I guess I don't understand why if the Ticket Application settings are configured not to notify on updates, the source of the update shouldn't matter.

Tevis - Tevis Boulware Fri 11/18/22 2:06 PM
That setting specifically was built with the manual Ticket Update window in mind, so any time you are using specifically the Update action, it will automatically notify whomever you have set in those settings to be auto notified. If you don't opt to notify the Requestor by default when an Update action is performed (from Actions > Update, or the Update button down by the Feed) then their name will not be auto-selected in the Notify field of the Update window. - Mark Sayers Fri 11/18/22 2:17 PM
Since the configuration was intended for "manual updates", then updates from Completed workflows do not adhere to these configuration settings? Is this correct? - Tevis Boulware Fri 11/18/22 2:21 PM
That is correct. - Mark Sayers Fri 11/18/22 2:34 PM
Thanks for the quick response and I have submitted a feature update.

Tevis - Tevis Boulware Fri 11/18/22 2:43 PM