Notify user of new issues without adding them as request participant

Question

Hello,

in our service desk we are using the standard customer notifications of the project.

Additionally we are using custom automation rules: If from country X, add internal comment where User X,Y,Z are mentioned via @.

The issue is, that these users are mentioned but also automatically added as request participants.

This is something which we dont want and something which is enabled by default as far as i know when we updated to 8.20.

Do you have an recommendation? If more deatiled information is needed, i am happy to provide them

David Dvorak_1hirtp · Answer

Hello Rilwan,

yes we have the automation enabled.

Since the issue with no mails sent was a temporary user error, i have updated the description accordingly.

Therefore only the "issue" remains, that if a user is mentioned once, he is automatically added as an Request Participant.

Rilwan Ahmed · Answer

Do you have send email automation rule ?