Hi, we have come across an issue where once a person is actually retired from the organisation it is possible for their email address to be reused by another person.
Therefore any updates to old service calls etc.. related to the user who retired will be sent to the new user, who of course has nothing to do with the original request.
Is there anyway to deactivate emailing to persons who are now retired & blocked.
Are there fields in the database that can be updated as ideally I would like to automate this.
I was thinking that one approach could be overwrite the old email address with a false/dummy email to avoid this problem & redirect this so they don't bounce back to the HPOV smtp server. It would be nicer if emails could be simply stopped being sent to a persons account that is expired.
Is there any guide to what all of the columns mean in say the rep_accounts table? I have read the data dictionary buth that seems to be dealing mostly with the ITSM_* tables/views.
one way is if you want to keep the email details for the retired user you can set a DB rule to automatically copy the email address to another field when the record is retired and to make empty the email address field.
This saves the overhead of mails being generated through your email system via the dummy email approach. Just empty the email field with aDB rule.
In addition to emptying the email address on the Person record the Business rules that send emails can have a criteria Person Email address is not empty. That way it doesn't try to send to emtpy emails.
changing the DB rules won't help in the case you're using checking of the condition scheduled in the future. The best way is to close all service calls and other items of the retired people (they're left anyway so why to continue solving their requests). You can create a view showing SCs where person is set status Retired.
changing the DB rules won't help in the case for the notifications you're using checking of the condition scheduled in the future. The best way is to close all service calls and other items of the retired people (they're left anyway so why to continue solving their requests). You can create a view showing SCs where person is set status Retired.
Why don't you test the person's Status in the email DB rule? eg if you have a DB rule to mail the Requestor when a Service Call is closed, just add a condition "and Requestor;Status is not equal to "Retired" " or whatever. This can be done on all email DB rules and will alwys stop emails from the moment their person record Status is Retired, even for scheduled DB rules.