how-to Turn off notifications selectively

[chriscorcoran]

Hi,

 

Is its possible to disable notifications for service desk staff. For example when people are on leave, they have to come back to loads of emails form calls that have been logged, updated etc. I also have a couple of managers that have visibility of queues but don't wan't the emails.

 

Thanks

 

[James Ainsworth]

Hi @chriscorcoran

Thanks for your post.

We do have plans to provide an option to allow an individual user to opt out of notification.  This would facilitate the requirement for the managers.  Not scheduled for development, but I'll post back here when there is some progress.

Regarding the controlling of emails when people are on leave, we don't have anything planned at the moment where this would be automated.  Possibly the above mentioned feature would accommodate them.  It would have to be something that they select before going away. 

[Steven Boardman]

@chriscorcoran just to add to @James Ainsworth comment, if the managers of these teams don't need to have tickets assigned to them, then there is the option to exclude them from having tickets assigned which will remove the noise of the assignment emails / notifications i believe but still give them visibility of the teams queues. 

In the admin console > Service Manager > Configuration > Service Desk 

You can pick a team and then toggle on or off if the user (manager) is available for assignment, if they are not they should not get any notifications but still have visibility of tickets assigned to the team or member of the team, without the ability for tickets to be assigned to them directly. 

Steve

[chriscorcoran]

thanks @Steven Boardman that should do the trick. I wasn't sure if they would still see tickets, but thanks for the confirmation.

 

[Steven Boardman]

@chriscorcoran in the Service Manager update today, you have a new option to Switch from global Service Manager notifications to allowing each Service Manager subscribed agent / manager to set their own notification preferences from their profile.   This setting is applied across all teams and users, so worth considering the pro's and con's of allowing this, but the option is now available if needed. 

 https://wiki.hornbill.com/index.php/Service_Manager_Notification_Settings

This will allow them to choose no notifications, email only, Hornbill only or both for the following:

Steve