Configuring Suppress Notification Emails

Owned by Enterprise IT
Last updated: Apr 22, 2024 by Shilpa K (Deactivated)Version comment

SummitAI Service Management Help

Incident Management


The Suppress Notification Emails configuration enables you to restrict specific email notifications. During creation or update of any ticket an email notification is triggered to all the users associated with the respective workgroup. An analyst receives all these email notifications that are applicable or non-applicable which leads to unnecessary distraction.

The list of emails that are suppressed using Suppress Notification Emails configuration are:


Figure: List of Suppressed Notification Emails

To avoid this situation a new control ‘Suppress Notification Emails’ check box is added at Tenant configuration and ‘Disable Notification’ check box at ticket level to restrict unnecessary email notifications trigger to the respective Workgroup/Analyst.


Notes:

  • This configuration is only applicable for Incident Management (IM) module.
  • The auto escalation email notification, end user emails, and emails sent by analyst marking the specific workgroup are not suppressed using this configuration.
  • This configuration retains until the complete cycle of the respective ticket. 

Use Case:

Problem Statement

Allen is an analyst associated with Banking workgroup working on critical banking project to check all the payment transaction across the northern region. During any delay in the processing of the transaction, Allen used to respond to the customer query with stipulated timeframe and maintaining the Service Level Agreement (SLA). Many a times the SLA was breached as Allen could not track the customer emails due to multiple email notifications from the Banking workgroup. 

Solution 

After the Suppress Notification Emails enhancement is implemented, Allen can focus now on relevant emails associated with his work profile and the feature restricts irrelevant email notifications that are not required to be sent.

User Persona: Analyst

Business Benefits:

  • Provision an analyst to restrict unwanted email notifications.
  • Increase productivity of an analyst.
  • Better usage of Time on critical high-priority work items.

Procedure:

To configure the suppress email notifications, perform the following steps:

  1. Log in to the SummitAI application.
  2. Navigate to Admin > Infrastructure > Tenant.
  3. Select the Suppress Notification Emails from the Tenant configuration.


    Figure: Tenant Configuration screen

  4. Select the Disable Notification check box from a newly created or an existing ticket.


    Figure: Ticket Details