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Title
How to use ticket rules to suppress emails about machine or user deletes on closed tickets -
Description
Currently in the KACE SMA appliance when you delete a machine from inventory it will trigger a comment in every ticket that is associated with that machine (via the "Machine" field in the ticket). The same would happen if you deleted a user that is associated with a ticket as a submitter or owner.Because this occurs on all tickets that meet this criteria, this causes a problem for some folks who use the email on events notifications and do not want emails to be sent on closed tickets. However, they are unable to specify that email notifications only occur on open tickets so in order to get any email notifications they must live with this behavior.
Fortunately, this problem can be solved with ticket rules.
Since the delete triggers a comment, it also triggers a save event on tickets which then fires the ticket rules. A rule can check for the combination of a deletion on a closed ticket and suppress any email notifications that would normally occur.
Note that this rule has nothing to do with the ticket being reopened. If you are experiencing a problem with the ticket being reopened then you likely have another rule in place that is reopening the ticket.
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