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Stop system generated messages

Accepted answer
edited Jun 24, 2016 6:33AM in General Functional Discussions 1 comment



We would like our system to stop sending the automated messages related to incidents. For example, the "Incident Closed" message sent to the contact if they take too long to respond to the incident. We have disabled this message by unchecking its "Send" button. But when this message is normally sent, it also changes the status of the incident to "Solved". We would like to stop that status change as well.

My question is: is it enough to simply uncheck the message from the message templates to stop all its functionalities (including changing the status of the incident?) Or is there another setting I should edit to disable that feature?

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