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Comment added notification to reporter set by an agent

Hey there,

when an agent creates an issue on behalf of a customer in the service desk front end, the ticket will be successfully created. But if the agent comments the issue, the customer (now set as reporter) will not be notification? Anyone have the same error or do we miss something in our configuration?

Cheers Julian

1 answer

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Timothy Chin Community Leader Feb 06, 2015

Have you checked the Notification Scheme on whether the right person gets the email notification? You can use this to check (

Hey, yes I've checked that. But afaik service desk overrides the notification scheme

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