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How to avoid customer notification from status change when he comments a case waiting for him.




We have the following flow in Service Desk:

ScreenHunter 748.png

And an automatic rule to set "To Do" for the following case:

ScreenHunter 750.png

The idea is set the case to "to do" back once the Customer adds a comment.


This is working fine...

But in the notifications, there is the following rule:

ScreenHunter 751.pngto inform the customers about the new status.


1 - The rule is triggered when the Customer adds a comment. --> OK

2 - The automation change the status from "Waiting for Customer" to "To Do"  --> OK

3 - Notifications (status changed) sends an email to Customer --> I Want to remove/do no send this notification. The Customer does not need to receive an email about his action.


I already tried this option with no success:

ScreenHunter 850.png


How can i do it?



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