Configuring User Notification
I am currently having a problem with keeping my users informed about tickets. Here is a quick overview of what we have.
Configuration: SCSM 2016 with Cireson Portal 18.104.22.168
1- Originally, I had two notifications. Notification one is to Inform user when ticket is created. Notification two is to Inform user when ticket is resolved. (This was setup for both services and incidents)
2- Soon after, we started converting Incidents (That came through the Exchange Connector) to services in needed be. However, this resulted in 4 total notification to the use. 1st notification when the Ticket is created through Exchange Connector. 2nd Notification was created when ticket is resolved after converted to SR. 3rd Notification when the SR is created, and 4th Notification was created later on when SR is resolved. (An awesome user posted a custom task that did all that automatitally, but it still generated all these notifications non the less since the notifications are handled in a
3- The spam-y nature of this flow prompted me to disable all notifications so we can convert IRs to SRs without bombarding the user with emails.
I am wondering how others are handling this situation