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What is your original issue/pain point you want to solve?
I want to make calculations in a ticket with a 3rd-party-solution via webhook/API. -
Which are one or two concrete situations where this problem hurts the most?
In this case, calculate costs based of accounted time and a hourly rate from an external database. And thePUT /api/v1/tickets/<id>
-call is firing agent notifications, even though this “change” is just a calculation result of a previous ticket update. -
Why is it not solvable with the Zammad standard?
There is no way to surpress agent notification on API-updates:
Update Ticket using rest api while suppressing notifications - Technical assistance - Zammad - Community -
What is your expectation/what do you want to achieve?
Preventing double notifications.
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Disable notifications when using API
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