Best Practice for the 'ReopenTicket' rule
In our environment, we had (up until this incident) the 'ReopenTicket' System Ticket Rule enabled. I recently deleted a computer from our inventory. When I did, a work order which had that computer as the 'Machine' was updated to reflect that the computer was deleted and the 'Machine' was set to 'Unassigned'. Because I was not the owner of that ticket, and because the 'ReopenTicket' rule was enabled, the ticket reopened (because a change was made by a non-owner.)
My question is, do you (anyone) use the 'ReopenTicket' System Ticket Rule? If so, have you encountered an issue like this and what have you done about it? I know I can create yet another rule to address this, but want to see if someone already has one or has any other thoughts on this matter.
My question is, do you (anyone) use the 'ReopenTicket' System Ticket Rule? If so, have you encountered an issue like this and what have you done about it? I know I can create yet another rule to address this, but want to see if someone already has one or has any other thoughts on this matter.
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Posted by:
ustacp
14 years ago
Kace actually has another rule you can setup to prevent this from happening. I had the same issue but it was about 100 tickets, which sent out that many emails. Here is the link Suppress Emails I think this is what you’re looking for.
Posted by:
terabyte
14 years ago
Thanks to both of you. I would have eventually changed my query to exclude comments about deleting computers, but copying and pasting is soooo much faster. I didn't think to exclude deleted users, so I'm glad that was in there also.
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