Issue Statement

In Service Management projects, when the same customer notification is sent to multiple recipients (for example, to the "customers involved" in a ticket), the notification is sent to each recipient as a separate email.

Let's assume that the ticket ABC-123 has 1 reporter and 2 participants, and that an agent comment in the ticket. The Public Comment Added customer notifications is configured to be sent to the recipient Customers Involved:

Based on this configuration, 3 separate emails will be sent:

• 1 email to the reporter
• 1 email to the 1st participant
• 1 email to the 2nd participant

Suggestion

Instead of sending a separate email to each recipient, send 1 single email to all the recipients (with all the recipients either included in the To: or the CC: header of the email).