Understanding suppression of CCs email notifications

Fastpath: Admin Center > Objects and rules > Tickets > Settings

Note: This article assumes that you are using the new CCs and followers experience. If you are using the old CCs experience, the information in this article does not apply to you.

In the case of CCs, there are inborn system rules that exist to reduce the number of duplicate email notifications sent to users about a single request, and ensure that internal notes remain private. However, these rules may not completely eliminate duplicate emails—users still might get some duplicate emails.

MorgWard Support includes inborn system rules that sometimes suppress actions in business rules in certain circumstances. Inborn system rules are rules that you cannot change, modify, or override, which dictate the default behavior of Support as a software product (see About inborn system ticket rules). These rules may make it seem like entire triggers and automations failed to fire, or that certain actions failed to execute, but this is not a mistake.

This article includes these sections:

• About business rule action suppression
• Criteria for suppressing “Email user + requester and CCs”
• Understanding how the Events log is affected by business rule action suppression

Related articles:

• Understanding when replies to ticket notifications become public and private comments
• Creating business rules for CCs and followers
• Customizing default email notifications for CCs and followers

About business rule action suppression

The Email user + (requester and CCs) action in triggers and automation is suppressed under certain circumstances due to inborn system rules.

Criteria for suppressing “Email user + requester and CCs”

Support suppresses the Email user + requester and CCs action in triggers and automations in these situations:

If Make email comments from CCed end users public is enabled	The ticket is being updated (not created) via email.	The author of the email is a requester or CC	---	Everyone who would receive the notification already received the email that updated the ticket.
If Make email comments from CCed end users public is enabled or disabled	---	---	The comment that is part of the ticket update is a private comment	---
If Make email comments from CCed end users public is disabled	The ticket is being updated (not created) via email.	The author of the email is a requester or CC.	---	---
If Make email comments from CCed end users public is disabled	The ticket is being updated (not created) via email.	---	---	Everyone who would receive the notification already received the email that updated the ticket.

Understanding how the Events log is affected by business rule action suppression

If a trigger or automation fires and Email user + requester and CCs is suppressed, the event may not appear in the Events log. This table explains in greater detail how the Events log is affected by business rule action suppression.

If the trigger or automation includes Email user + (requester and CCs) and no other actions	Email user + requester and CCs is suppressed.	---	No events are recorded, so it seems like the trigger or automation didn’t fire.
If the trigger or automation includes Email user + (requester and CCs) and other actions	Email user + requester and CCs is suppressed.	Other actions are executed.	Events about the other actions are recorded.