Alerts Disable SMS for specific users

[nphase]

I'm sure all of you can relate: there's always one specific client/user who marks every tiny request as "Emergency - Building on Fire." This could potentially become a problem with SMS and SLA/escalations.

Just imagine all of your on-call techs with their cellphones on high getting a loud ring at 4:00AM and waking up to see the user misspelled ping. They won't be too happy.

It'd be nice to have an option somewhere to just disable tickets from them to produce an SMS.

Thoughts?

[John Haugeland]

I'm sure all of you can relate: there's always one specific client/user who marks every tiny request as "Emergency - Building on Fire."

... one? We've got half a dozen of them. My personal favorite was when they marked a ticket urgent, with the subject "emergency", and they just wanted to know what time of day support started on Monday.

It'd be nice to have an option somewhere to just disable tickets from them to produce an SMS.

Am I correctly understanding you to mean that you want a boy-who-crief-wolf SMS blacklist?