As an agent if you are trying to update the customer or ask them for info and they have disabled notifications (Don't notify me button in portal) it results in a silent request. If the agent is aware that the customer is not getting notified they can reach out through other channels if needed.

• Ideal solution = a field or other visual representation that customer (requestor) has silenced notifications for the specific issue.
• Acceptable solution = an event is created when the requestor disables notifications

NOTE: this doesn't have to be done for Participants just the Requestor