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Adding comment via Project Automation is not triggering email notification

Rich Imbrogno

Hi. when a comment is manually added on an open service request then an email notification is sent to the reporter (if "share with customer" is selected) the assignee and all Requested participants with the details of the comment added along with a link to the Service Request number.

When I add a comment via project automation it does not launch the same type of email. Is there a way of doing this via a Notifications setting or elsewhere. Basically whenever a comment is added, however it is added, send email.

I know I could simultaneously launch an email as part of the Project Automation rule but hoping I could just use some logic that is already there if it is available

Thanks.

Accepted answers

Fazila Ashraf

Hi @Rich Imbrogno

Do you have "share with customer" visibility set on the automation action?

Screenshot 2023-05-03 at 17.35.27.png

All comments

Fazila Ashraf

Hi @Rich Imbrogno

Do you have "share with customer" visibility set on the automation action?

Screenshot 2023-05-03 at 17.35.27.png

Paul Wiggers

Hello Rich,

Please take a look at @Fazila Ashraf suggestion. By default, the visibility is set to internal only.

If you have set it to "Share with customer" and it still isn't working, please provide screenshots of your automation and possibly your notification scheme so that we can take a better look at what might be going on.

Rich Imbrogno

Thanks Paul and Fazila. That option doesn't appear available to me. I am able to enter a comment however the Comment Visibility option doesn't appear (I am using Data Center version)

I should add that I am adding the comment while creating a subtask. Here is a snapshot.

Rich Imbrogno

Adding comment not sending notification.png

Rich Imbrogno

Instead of adding the comment as part of the sub-task created I've split the process up. I first created the subtask and then followed that up with "Then add comment" and that option allows for the window that you posted. I will try this out and report back if it resolves the issue. Thanks for your initial suggestion

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