When I change ticket reporter I want the new Reporter to receive notifications

reem alrashoud

I configured a service desk to receive emails

I also have a "Contact Us" form where customers submit inquiries that are received in the same email

the reporter of these tickets received from the contact us form is the same email configured

when I change it to the email address of the person who submitted the inquiry

the new reporter does not receive notification 

 

I tried to change the notifications schema 

I tried to add them as participants

nothing is received yet.

Magic Mike

Hi @reem alrashoud , when you modify an issue like editing the reporter no event is fired. Notification are only triggered when an event is fired. Issue event are fired in postfunction of a transition. So the best for you  is to create a transition on the workflow so you can change the reporter (use a transition screen) and make sure you use either generic_event or any other event that could trigger a customer notification.