ServiceDesk

Just implemented SD7.1 SP2 this week and we have apparently torqued one of our vendors off.  We have an external fax service that sends eFaxes to a couple of mailboxes that get pulled into the Service Desk.  We need to exclude this contact so that no Incident Creation / Close emails go to them.  Looking for any suggestions/solutions pleaes.

Thanks

Steve

I have done something similar to prevent emails from going out to the guest account (guest@logicbase.com).  You will need to modify the SD.IncidentManagement project in a few places, to check for exclusions before you send the email.  The places where the emails are sent are:

• In the CreateIncidentAdvanced model, in the Send Notification embedded model
• In the Customer Confirm Resolution model (both Have Customer Confirm Resolution and Send Incident Survey Email)
• Primary model, in Set Permissions and Notify Contacts

For more flexibility, you might want to create your own application properties (or just add a new property to ServiceDeskSettings), so you can change the exclusion list in the future from the Process Manager without modifying the workflow.

If it's only from emails then you'll only have to modify the SD.IncidentManagment, primary model, Set Permissions and Notify Contacts (Send Email About Task Creation 2) as Joshua said. You can add a matches rule component to check for the email and if it matches skip the email part.

 You can use the Quick Close close code so that no email is sent to the contact without having to modify anything else. If you don't the Quick Close on the drop-down then you'll have to add it to the CloseCodes list.

Joshua /Aryanos -  thanks - I've already instructed the folks to use the quick close to eliminate the Close notices to these and was just poking in the SD.IncidentManagement/setpermissions & Notify Contacts model and was about to use a Matches Rule against either the SubmittingContact.ReferenceName or AffectedUser.ReferenceName variables to see if I could bypass the SendEmail

Steve