Ability to stop notification being sent out for certain Agents

We are trying to get our Records and Registration Department to start using TD but they have come up with a big problem for them and feel like other offices should have the same issue. 

They do not want there student employees / Part-Time employees getting replies/updates from requester's  that may have private information in the personal emails. 

We need the ability to turn of notifications for certain agents in certain applications. 

For Example, a customer replies to ticket and send sensitive personal information that thus gets sent to the agents Campus email address. These are mostly Student Employees that work Part time, then when they are not working they open it and see sensitive information. They could be at home around roommates and they see the information too. There needs to be a way to turn off notifications completely in some ways. 

Do you know if others have asked for this same type of enhancements or issues?

Thanks,

Kevin Cook

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Asked by Kevin Cook on Fri 8/17/18 2:25 PM Last edited Mon 8/20/18 10:20 AM
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Answers (4)

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Mark Sayers Mon 8/20/18 10:00 AM

Hi Kevin,

I see you have already submitted a ticket on this, so I will be converting that for you into an enhancement, but I wanted to reach out to you to respond since you placed this in our Questions forum.

At this point in time the only approach that could be taken for this sort of thing would be to have things assigned to groups of techs/employees, and ensure their notification option for items that notify the group are turned off. This would mean that an employee would not directly take responsibility for the ticket.

When a person is directly responsible for a ticket, the requestor can contact them to respond back, and there is not a configuration at this time to disable them from being notified.

I think this certainly *should* become an enhancement request, but I do not know that this exact request has been made before. When I convert your ticket for you I will ask the Product team to reach out to you and inform you if something like this has been made in the past.

Do you think you would need anything else on this? If so just let me know and I'll be sure it gets put into your ticket.

Sincerely,
Mark Sayers
TD Support

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Mark Sayers Mon 8/20/18 12:17 PM

Hi Kevin,

You would be correct, yes. If an agent comments on a ticket and notifies the requestor, and that requestor responds, the agent would receive the notification.

Disabling the group's "notified" setting only prevents notifications going to group members when the *group* is selected as a recipient of a notification.

Sincerely,
Mark Sayers
TD Support

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Kevin Cook Mon 8/20/18 12:03 PM

When an agent is not responsible for a ticket or is apart of the group that is responsible and the notification is turned off and he sends an email to the requestor and the requestor replies the agent will always get an email correct?

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Mark Sayers Mon 8/20/18 10:06 AM

One other thing you could consider Kevin, is if these employee groups have their own ticketing applications, you could simply modify their notification templates such that the details of the ticket and the actual comment contents do not get relayed to the employee when they are notified of ticket creations/comments/updates.

You could just remove that info and only include the basic stuff like creation date, requestor, acct/dept of the requestor, and so on, but leave their description and details out of the notification template.

I just wanted to throw that out there in case it helped in the short run.

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