We setup an escalation rule to auto-Archive service records after 30 days. But when implemented it starts to process SRs and it spams all admins and end users with notifications about service records being modified. We stopped for now because want to prevent all of these Archive-related notifications.
We setup a filter manually on each admin to "only allow Archive Is Not Yes" and it worked... but all of our end users also have "Receive automatic SR email notifications" set to "Yes - Receive all notifications" .. and we did not think it was right that we would need to manually set this for hundreds of users and we saw no way to do this in-bulk.
We are hoping there is another way or place in SysAid to set such a filter.
Thank you.
If I understand well, admins and end users receive automatic notifications after archiving SRs.
These are the instructions to prevent SysAid to send email notification to end users:
- Create a specific status for archived SRs, for instance "Closed and archived"
- Edit the existing escalation rule for archiving, by adding the action "Change the status to=Closed and archived"
- Ensure that end users do not receive notifications for "Closed and archived" status in Settings > Service Desk > General
For admins, limit the notifications to not archived SRs, as you already did.
These are the instructions to prevent SysAid to send email notification to end users:
- Create a specific status for archived SRs, for instance "Closed and archived"
- Edit the existing escalation rule for archiving, by adding the action "Change the status to=Closed and archived"
- Ensure that end users do not receive notifications for "Closed and archived" status in Settings > Service Desk > General
For admins, limit the notifications to not archived SRs, as you already did.
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