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Type:
Bug
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Resolution: Unresolved
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Priority:
Low
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Component/s: Configuration - Customer experience
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None
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Minor
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Issue Summary
When customer notification from an issue is sent (e.g. status changed or comment added), the notification is using the settings from the space the issue exists in, instead of the customer experience the helpseeker used to make the request
Steps to Reproduce
- Create 2 CSM spaces and 2 Customer Experiences.
- CX A should be linked to CSM Space A
- CX B should be linked to CSM Space B
- Change the CX Customer notification templates and Sender Name to be unique for each CX
- Change the Default form routing on CX A to route to a work type in Space B
- With a verified Customer Account that has access to CSM, send an email to the CX A email channel
- The issue should be created in Space B
- On the new issue in Space B add a customer visible comment
Expected Results
The notification should be received by the customer with the notification template and sender name configured in CX A - i.e. the CX the customer used.
Actual Results
The notification received by the customer is using the notification template and sender name configured in CX B - i.e. the Space the issue ending in.
Workaround
Currently there is no known workaround for this behaviour. A fix is being developed.
- is addressed by
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BERRY-2621 Loading...