How can I stop email's on closed tickets
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03-11-2024 06:55 AM
I have a request to stop emails on closed tickets.
What is the best way to do this?
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03-11-2024 07:05 AM
Hi @John H1 ,
Please follow the solution :https://www.servicenow.com/community/developer-forum/how-to-prevent-replies-to-closed-ticket-email-f...
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03-11-2024 07:09 AM
Put a condition check in your inbound actions/flows to see if the tickets are still active. If not: ignore email (or trigger a response email stating that the ticket is closed and that they should raise a new one, depending on how customer friendly you want to be).
Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
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03-11-2024 07:09 AM
Hello @John H1
You need to disable all email notifications for Closed tickets. You need to update all existing email notifications with condition like State not one of Closed,Cancelled.
