[rstack10 Contributions: 0Level 1☆]

Hi All,

there has recently been a custom script applied to our account. The script is due to execute every 4 hours.

When the script went live we realised that once the script triggers and updates each case record. Netsuite sends an automatic case update email to the Support Case assignee.

The impact of this is multiple Case Update emails that are of no benefit to the Support Rep. For example, over 1 day a Rep received 900 emails!! We tried to set a mailbox rule for now to stop the flooding but we need to stop this from happening as it is causing a serious disruption.

Is is there a way to stop the automatic Case Update email if the update is from a system event instead of a user event?

thank you!
This is a cached copy. Click here to see the original post.

[HJMkreminski Contributions: 0Level 1☆]

Have you resoled this? we are experiencing the same thing

[leacelosacolumna Contributions: 0Level 1☆]

As far as checking the Support Preferences, there is no way to suppress a standard email notification for case updates by context. It will trigger for all. You may further checking with Support if there is hidden preference somewhere they know of.

I don't know what your scheduled script does, why it has to update the case records. If this is indeed required to trigger as scheduled, I would suggest disabling the Case Update notification on the Support Preferences, then implementing a well-designed Case Update notification via SuiteScript. This way, you can limit it to the context that you want it to execute.

[HJMkreminski Contributions: 0Level 1☆]

Thank you, we have a script that calculates SLA's for closed cases, the script runs nightly and updates the cases. For now users are filtering the emails. We have a workaround drawn up that will create sub-records to store the information. Originally this script was contained in a user event script , but there were issues with performance as well as location and browser issues, thsi caused us to move it to a scheduled script, which has caused the notification issue.

[Author]

Posts