I have automations based on SLA's. so that every 4 business hours, if the ticket is waiting on a user response, it will add a comment reminding the user to respond.
The problem is that requested participants also receive the email notification. It can be a little confusing if I cannot direct the comment to the original reporter. The participants are confused at who is being nudged for an answer.
Is there a way to add the reporter's user name to the comment?
Or is there an alternative way for me to alert only the reporter that their ticket is waiting on a response?
You may try the following (not a very elegant solution but should work):
Create a transition that uses a post-function that adds a comment to the issue and puts the reporter name into the comment as plain text or using "mentions".
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