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Organization members not receiving email notifications when comment is added

Fares_k4c1cd

Hello,

When an Agent replies to the customer, only the Reporter is getting an email notification, not any member of the Organization.

However, the Organization members DO get an email notification when the status of the request changes...

I'd like to have it the other way around but I can't find the correct settings to tweak.

All my notifications rules are enabled :

And the notification scheme is unchanged from default, with Reporter, Assignee and Watchers everywhere :

Thank you,

Fares

Accepted answers

All comments

Susan Waldrip

Hi @Fares , Welcome to the Community!

I'm not seeing the group(s) or perhaps project role(s) that would include your Organization customers In your notification scheme. It depends on how you have your Organization members identified in your site or project, but if there is a Group set up for all members of an Organization then you could add that Group to the Notification Scheme. For example, I have all our Customers in a group (we don't use Organization right now), so I'd add that group to the notification scheme and they'd get the notifications.

If I've misunderstood what you're asking, please clarify and I or someone can help you. Thanks!

Joseph Chung Yin

@Fares -

JSM - by default - if one is added as the Requested Participant associated with the issue, then he/she will also get the customer notifications emails in addition to the issue reporter.

Are you stating that you want all members of the same organization to receive all customer notifications?

Best, Joseph Chung Yin

Fares_k4c1cd

Pretty much.

More specifically, I want to understand why the members of the organization the request is shared with are receiving issue status updates notifications but not new comments notifications.

We are using Organizations to reflect internal departments so that people within departments can see tickets raised by their colleagues and get updates on progress.

Thank you,

Fares

Fares_k4c1cd

Hey Susan,

We are indeed not using Group or Role to distinguish between Organizations, weare just using the standard Organization feature.

The Organizations are meant to reflect business departments so that people within the same departments can see their colleagues tickets and follow-up on progress.

I'm trying to understand why the Organization members are received email notifications when the issue transitions into a new status but not when a comment is added.

I'd want to avoid to create extra groups for each organization at this stage, and hoping to understand how the Organization feature works with regards to notifications first.