Ability to disable incident merge email notifications altogether

Idea created by 7441099 on May 25, 2016
    Not Planned
    • Steve Van Den Berg
    • tom.gallagher@evercore.com
    • Chris Sevenig
    • alex.dyson@evercore.com
    • Marcin.Fabjanczyk@Evercore.com
    • 7441099
    • joseph.sterling@evercore.com
    • crystal.karanovich@channeladvisor.com

    (Originally posted on 5, July 2015)

    Hi there,

    Is there currently a way to prevent all notifications when incidents are merged? If not, we would really like that feature. It has led to (moderately) amusing problems on the service desk. One of our technicians merged incidents that were a result of bot email auto-response loops, then continued to merge them as they did not realize that every merge was creating a new incident as the other system was receiving an email each time. This was made more painful by the fact that multiple incidents cannot be merged at once.

    Having system notifications come into the ticketing system is a common use case for us. Any way this could be handled in a more intelligent fashion would be great.

    What problem will this feature solve?: