Close bulk service order without sending email to customer

Hi Firdosh,

This is hard to say exactly what you can do without knowing if the emails are generated by an escalation rule, a customization your company added to the code or if it is something driven by the workflow (service) on resolve.

More details about the source of the mail sending is needed to answer this effectively.  I know you are looking to prevent the mails from going out but probably don’t want them to stop going out for other customer orders not involved in the import.

If it were from the workflow (service), you could wait for after hours and then disable the send message.

But if you have an escalation rule doing this, you would probably have to modify that rule to not send emails, run the import, modify it back to send emails.  Or if you review the escalation rule data query if it is keying on a transaction log entry (many escalation rules to send mails are set up this way to only send one mail out for periodic runs of the escalation rule), you might insert a transaction log entry that indicates the service order was already processed by the escalation rule.

You can also look to see if you can modify or create an import for the service orders that removes the email address from the service order - billing & misc - communications section:

Hopefully, these give you some ideas but I strongly suggest you test solutions on UAT first before just trying it on your Production environment.  I probable would go with the remove email addresses from the communication section of the service order billing & misc page myself, if possible.