Prevent Resolved and Re-open notification for Cases through alerts.

[mravulapalli]

We are creating the cases through "Proactive monitoring" And there are multiple alerts attached to the single case, Every time when the alert gets cleared the case is getting resolved it is triggering email notification to customer and when the alert gets reopen the case state changes to open and it is triggering the email notification to customer the customers are being spammed with these notifications is there any way to reduce email notification to the customer. For resolved and re-open cases through Alerts. Any suggestions.

[Tony Chatfield1]

Hi, with no clear details of your configuration\solution\process(es) it is not really possible to assess.

Perhaps you could just disable the 'restore' notification and use a closure notification, or continue to use restore but add a conditional reference to another task field - so you can differentiate between you various 'resolved' states.

[mravulapalli]

Hi Tony,

  Thank you for your reply. We are creating the events based on the evet rules. And through events we are generating Alerts.  Through Alert management rule we are creating cases by using flow designer. Hope these details helps you out. Please let me know if you need additional details.