Notifcation - Updated not being send when closed

[Aparkoe]

Hi guys,

Does anyone have a good solution not to send a "update" e-mail to the customer, when a request item is closed.
As they then get a closed notification with the comments.

The only option I see is not to send if state i one of the closed.
But if I do it that way, then a person could comment on a request item, which is closed, without the user ever being notified. Which isn't a viable solution either.

Let me know if you have a good solution, thanks.

Regards
Alexander

[SatyakiBose]

Hello @Aparkoe 

Technically speaking, if the request item is closed, then the request has been completed or fulfilled.

Firstly, what are you expecting the person would update on the request item.

Secondly, why should the requestor be notified on a request item that is completed.

For me, adding the state condition is a viable solution here.

[Aparkoe]

Hi Satyakibose,

Technically you are right, but why would you allow someone to do something, which isn't working?
Then I should also disable the option to be able to comment, if the state is closed. But maybe that is simply the best solution.

I just want to ensure that users only can do things, which work.

[Aparkoe]

Also if I do the solution with disabling Additional Comments with a UI Policy, if state is closed. Then they won't be able to do a "Close note". Then an update should be sent, and afterwards a closed ticket notification. 
I only wish to send 1 notification, like on the incident table.

[shaik23]

Hello @SatyakiBose  i have little bit similar requirement when a user full fill his own requirement there no need of notification how to achieve this ?