how to stop sending mails to particular users

[govardhantv]

Hi All,

we are in process of closing old tickets which is 3 years old ,when we close those incidents ,there will be mail sent to user ,can we stop these mails reaching user any way supress them ,and it is should not effect current business notifications...

Regards

Govardhan

[Michael Ritchie]

I would recommend closing out the old tickets via script.   You can create a fix script that closes the incidents but before your update() statement, use setWorkflow(false) and this will prevent business rules, workflows, and notifications from going out:

http://wiki.servicenow.com/index.php?title=GlideRecord#setWorkflow

Now this said if there is auditing, metrics, slas, etc that you also want to "close out", then using setWorkflow() won't correct those.

[hamzaberouil]

Hi Micheal,

Are you sure that setWorkFlow prevents notification from going out ?

In the wiki it's written "Enables or disables the running of business rules that might normally be triggered " but there is not nothing about notifications.

Thanks you in advance

Best regards,

Hamza

[Michael Ritchie]

Hamza, setWorkflow() stops all background processes from running.   I would say that "disables the running of business rules" includes the notification engine, workflows, etc.   I would suggest testing this in a test instance before attempting it in production just to be sure your script runs as you want it.

[hamzaberouil]

Thank you Micheal, that's what I am going to do

Have a good day

[akaupisch]

I would not disable the notifications, you'll lose all notifications you do want during this time. What I would do is go to the notification(s) in question and put a condition on them...something along the lines of 'opened is less than 1 year from today'. This will prevent any notifications that are over a year old from sending for that notification.