notifications not being sent when a ticket moved

Question

In the notification scheme you can make changes so that the reporter and assignee both get notified when a ticket is moved from project to project. So I have added those options to my notification scheme but it does not work. My reporter is not getting notified. It appears that the assignee does get notified (at least some of the time).

How do I get this to work?

My workaround was to add a comment to the ticket every time that a ticket gets moved from project to project but that triggers a default automation that transitions the status of the ticket to "Waiting on Customer". That's not what I want either.

If anyone knows the answer to either problem (preferably problem #1) I'd appreciate it.

Pratibha A · Answer

Hello, 
I’m experiencing the same issue. Agents from another project have moved the ticket, and as a result, the customer is not receiving notifications. However, the customer does receive notifications when they send the ticket directly. Could you provide some suggestions on how to fix this?

JJ_wwrfbp · Answer

Thanks for the reply. The customers are not moving the tickets though. The agents are. So in that case, shouldn't the reporter get notified either way?

Ed Gaile _Atlanta_ GA_ · Answer

Have your reporter go to their profile and make sure they have the preference to be notified of their own changes.  A lot of the times, this is defaulted to 'Do Not Notify Me' - which you would then not receive notifications on changes you make.