I know that by default, an email is automatically sent to any user that gets an @ mention in an issue comment. I know there are some global settings that affect sending the emails out. I also know that each user can modify their personal settings to turn some of these on/off.
All of that said, what I'm trying to figure out is how to use an Automation rule to generate an email whenever a comment is added that will go to:
- The assigned user (ie, the support team member providing support)
- The person that created the issue (ie, the customer that requested support)
- The person mentioned in the comment
I realize this may seem redundant. However, we have an issue where there is the potential for a customer to include protected health information in a comment on the ticket. If that happens, the automated email includes the content of the comment in the email that is being generated, thus a potential for a privacy violation. So we need to disable the system generated email, and replace it with an automation rule that will send a more generic message that just notifies the parties that a comment has been added with a link to the issue.
I haven't been able to find anything for how to do this. I'm not sure if it can be done, given the options available in the drop down for the To field on the send email automation screen. I'm open to other suggestions for how to deal with this issue.
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