We are looking for the WHD to only send us an email notification when the ticket submitted is Critical and auto assigned to the tech. All others tickets we wish to turn off the email notifications. Any ideas how to perform this?
You should be able to first disable email notification in the tech setup window to reduce the number of notifications when a ticket is assigned, updated, reassigned.
Then, you can make use of the Action Rules for alerts specific to ticket status (Setup, Processes, Action Rules). Create a new action rule based on the appropriate ticket status criteria, with email as the action.
We use this function for certain tickets regarding lost/stolen items which are immediately flagged as urgent and the team gets an alert.
Hope this helps!
