General Information and Basic Instruction

Sometimes an email address (a 'Caller' or 'Opened for' user) should not be sent out email messages from UW Connect.  Usually this arises when the Caller address is that of a system or service which has automatic replies set up and the result is a 'loop' of useless messages which pile up within a record or which generate new records.

In some cases an email address has been determined to be one where we don't want UW Connect to ever make it a Caller or Watcher when processing incoming email.

If these situations arise, there are 2 actions you can take:

1. You can immediately disable notifications on the record, stopping UW Connect from sending notifications to the email/s associated with the record. Check the Disable Notifications box in the Security & Privacy tab for FIN, or the Additional Data tab for REQ. This will stop the notifications for this record only. 
   • FIN  
   • REQ 
     
     
2. You can then send an email to help@uw.edu asking to have notifications permanently disabled for the Caller/Opened for address. Or ask to have the Caller address marked such that it will never be made Caller or Watcher automatically. Explain the situation and give an example of a problematic record. 

Staff in the Service Management Tools Assignment group can alter the User record as needed.

 

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Instructions for UW Connect Tools Team

Only those who have the Connect role "u_core_elevated" can make the changes below.  To see who that is, follow this link.

1) How to disable notifications, for this user, for all records

1. Open the User record
2. Change the value in the Notification field to "Disable"
3. Save the record

Note that if you want to disable notifications for a Caller, but only for a single record, open the record, then the "Additional Data" tab, then select the "Disable Notifications" checkbox and update the record.

2) How to exclude a user from being set as Caller or Watcher from incoming email

1. Open the User record
2. Check the box "Exclude Recipient"
3. Save the record

Note: The user can be made Caller or Watcher by an ITIL worker adding them to the record. If that is done, email notifications will be sent as usual.

3) How to disable notifications if in an email loop

Recently we had a loop situation between ticketing systems ( i.e. Bothell ticketing system) and network Advisory notices. This resulted in hundreds of REQ's being created, which was problematic for staff. Here are a couple ways to stop the loop once you have identified this is the issue.

      1.  Go to 1) above

Or

      1.  Open "Additional actions" upper left grey bar
      2.  Select "Resolve Request" (no email)
      3. Send email to help@uw.edu  reporting email loop, include caller field and an example REQ #. Service management team will blocklist the caller so that Lima catches the  next instance. 

4) How to disable Spam notifications Escalation from either an subject line or caller (this will move the to Lima)

1. find the repeating spam in escalation
2. Copy the address or subject line
   1. go to the lima in the filter box to the left of the request
   2. go to the administration tab than Lima filter
   3. create a new one
      1.  Field is what you want to filter out
      2. Put the copy of what you want filtered into the Pattern
      3. Make sure the Type is blocklist
      4. Make sure Active is checked
      5. Submit

5) If the caller requests to have the loop records closed en masse

1. Create JIRA story in the Service Management Backlog
   1. Summary: 'Please close email loop records'
   2. Description: 'Please close (cancelled close code) the following email loop records: '
      1. include a query to the records that need to be closed
      2. be sure to get business approval of the list prior to executing
   3. Sprint: current sprint
2. Assign to a developer
   
   

Note: If an Incident has not been created, as a contact within the Incident team to create a low priority incident to track the issue.