-
Bug
-
Resolution: Answered
-
Low
-
None
-
2.5.9, 3.0.10
Summary
When an Agent has been added as both a request participant as well as a watcher to a support request, it will not receive any notifications when internal comments are being added to that comment
Steps to Reproduce
- Create a Service Desk
- Add 2 Agents to the Service Desk, Agent A and Agent B
- Add a customer account to the Service Desk
- Create a support request as the Customer
- Add both Agent A and Agent B as watchers to the request
- Add Agent B as request participant
- Add an internal comment as Agent A
Expected Results
Agent B receives a notification of the internal comment being added.
Actual Results
Agent B does not receive any notifications.
Workaround
Refrain from adding Agents as request participant. Though there might be edge use cases that would require this to happen, it prevents notifications from being sent.
- is related to
-
-
- Closed
-
-
-
- Closed
-
-
JSDSERVER-3410 Send notifications to Service Desk Agents for updates on issues where they are also a request participant, reporter or member of the organization
- Closed
- mentioned in
-
Page Failed to load
- was cloned as
-
QUALITY-283 Failed to load
| Form Name | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|