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KACE Product Support Question


Is it possible to not send a new comment email to the cc'd person that just commented?

10/19/2017 518 views
Is there an option within KACE so that it doesn't send an email to the person who recently submitted a comment? A user who frequently gets KACE tickets emailed to them explains that they'll "go into the ticket and comment or ask questions, but then that's followed up with another KACE email to [their] inbox that doesn't serve a purpose for [them], the commenter."
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By design, if the submitter, owner, or approver on a ticket make a change/comment on that ticket, they will not receive an email notification. This does not include the cc field. The entire cc field list is sent an email every time the ticket changes or a comment is added, regardless of the origin. It is possible to develop a custom ticket rule to intercept these and suppress the email notifications to users in the cc list if they were the commenter, but that functionality is not built-in to the KACE SMA. KACE does offer fee-based Professional Services to perform this type of custom work.
Answered 10/19/2017 by: airwolf
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