Disable duplicate mail notification (raw mail copy to user)

  • Used Zammad version: 3.1.x
  • Used Zammad installation source: self-hosted
  • Operating system: CentOS 7
  • Browser + version: irrelevant :wink:

Expected behavior:

  • Only notifications defined in the notification settings should be sent

Actual behavior:

  • In addition to the auto-reply trigger, a user gets a copy of the article content sent to his mail

Steps to reproduce the behavior:

  • use REST api
  • create new ticket with data customer_id: “guess:”, article: {body:""}

Hi there

If a ticket is created using the REST api, then the triggers defined in the UI work just fine.
However, in addition to these triggers, the sender user receives a copy of the text submitted as “body”.
How can I avoid/ disable this?

Thanks and have a good day

This sounds a bit sketchy…
Why would you send trigger based mails to your agents?
Zammad comes with the notifications for those users.

The default trigger does not send trigger based mails to your agents, so if you have issues with the trigger, it might be wise to provide the trigger configuration that’s having those issues you’re talking about.

Other wise it’s digging in the dark for the community.

Hi MrGeneration

Thanks a lot for your message.
We have no issue with the custom triggers at all, they all work perfectly.

It’s just that the user gets a 1:1 copy of the content (‘body’ in the article field) that was transmitted through the API, no matter what additional triggers were defined.
And I was just wondering whether this one could be disabled.

Zammad comes with the notifications for those users

I guess this is the answer; this notification is just there in Zammad

My current guess is that you’re talking about agent notifications.
Agents can disable email notifications if desired within their profile settings:
https://user-docs.zammad.org/en/latest/extras/profile-and-settings.html

For anything else, the real payload would be relevant to know better.

Thank you, but I am talking about the sender, the one sending the ticket through the api, who receives an exact copy of what he wrote (of what was submitted as message to the api).
But this is okay, I was just wondering if this can be disabled.