WiscIT - Mute This Ticket

Following the steps in this document will prevent automated emails from sending to the customer.

This includes:
  • Initial email when an incident is created (moved to a troubleshoot state)
  • Resolved email when an incident is resolved (moved to a resolved state)
  • Customer Survey when an incident is closed (certain criteria is met)
Once you have a ticket created and required fields are filled in and BEFORE you move the incident to a troubleshoot state. The initial email is sent out when an incident moves from Log the Call to Troubleshoot.

Steps to Mute a ticket.

  • Click Mute This Ticket (Customer Emails)

    mute.png

  • To unMute This Ticket, click the UnMute This Ticket (Customer Emails)

    unmute.png


Reasons you may want to use this feature:
  • You are doing work on behalf of a user and you want to log the work but the customer doesn't need a notification, in fact the notification would cause confusion for the customer.
  • A duplicate incident was created and you are closing the duplicate.  The notification to the customer may be confusing and they think that their actual incident is being closed.



Keywords:cherwell wiscit mute silent incident   Doc ID:51120
Owner:Chris G.Group:WiscIT - Wisconsin IT Service Manager
Created:2015-05-06 08:49 CDTUpdated:2016-05-25 13:27 CDT
Sites:DCTeam, DoIT Help Desk, DoIT Staff, DoIT Tech Store, Systems & Network Control Center, WiscIT - Wisconsin IT Service Manager
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