Disabling all email notifications for Closed Incident ticket

[solutioningnow]

Hi All,

We need to disable all email notifications for Closed Incident tickets. We dont want to update all existing email notifications with condition like State not one of Closed,Cancelled.

Is there any other way to achive the same?

[Subhajit1]

You can Update your Incident Events BR and update the conditions for the eventQueue function definition to Include current.active=true, something like:-

if (current.assigned_to.changes()) && current.active=true)

gs.eventQueue(...);

[akt_snow]

You can either update the BR to prevent generation of events itself or update the notification conditions.

Thanks,

Avneet

[Bhavesh Jain1]

In the ''incident events'' business rule, just write condition : current.active == true && current.incident_state != 7(Value of Closed state)

[solutioningnow · Accepted solution]

Hello,

Since I have notification being triggered from event as well as based on condition in notifications itself. So I have just written background script to add State condition to all Incident Notification.