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In ITSM, How can users receive request status updates email notifications?

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May 16, 2024

Users aren't getting the status updates for their tickets, e.g. setting the status to In progress doesn't notify the users.

2 answers

2 votes
Nikola Perisic
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May 16, 2024

Welcome to the community @Abdelazeem 

To add what @Emily _ DevSamurai have said, automation rule can solve this issue as well:

Screenshot 2024-05-16 at 13.22.46.png 

  • Trigger - Value changes - Value is added for Status field
  • Condition - Status equals to In Progress
  • Action - Send email to the Initiator where for the subject you can add {{issue.key}} smart value so your user know which issue has been moved to the in progress status - other customisation can be made by you
0 votes
Emily _ DevSamurai
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May 16, 2024

Hi @Abdelazeem 

Welcome to the community!

May I check if the customer notification setting was updated? The notification scheme might be configured to block customer notifications. 

You can check for it at Project Settings > Customer Notifications.

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