Uploaded image for project: 'Automation for Cloud'
  1. Automation for Cloud
  2. AUTO-2116

Customer notifications are not triggered when the comment is added by a Rovo agent

XMLWordPrintable

    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

    • Jira Service Management

      Issue Summary

      Customer notifications are not triggered when the comment is added by a Rovo agent

      Steps to Reproduce

      1. Create an automation rule as follows:
        1. Trigger: Any trigger, let's say Manual Trigger for an example
        2. Action: Use Rovo agent to generate any response
        3. Action: Comment on work item
          1. use 'agentResponse' in comment body
          2. Mark visibility as public
          3. Use the comment author as your Rovo agent
      2. Trigger the rule

      Expected Results

      A comment is added and a customer notification is sent to the customers

      Actual Results

      Customer notifications are not sent when the action is done by Rovo agents/AO Bots.

      Workaround

      Use 'current rule actor' as comment author

              Unassigned Unassigned
              157cb8ea75c4 Abhishek Singh
              Votes:
              1 Vote for this issue
              Watchers:
              4 Start watching this issue

                Created:
                Updated: