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Affected User also an Analyst Breaks Notification Subscriptions
I’ve been doing some extensive testing trying to get notification subscriptions/templates configured for our go-live of the Self-Service portal.
Numerous tests have been performed with a test end-user account and, apart from a bug with the Exchange Connector, everything is working great.
Unfortunately, I ran into a problem today where I created a test incident and made the affected user my co-worker (and myself the Assigned to analyst.) He received the email notification alerting him of the new incident opened on his behalf, with a link to the incident in the portal. He logged into the portal and added a comment to the action log, but when doing so it showed up as “analyst comment” instead of “end user comment.”
It makes sense, however this breaks our notification subscriptions where we have them scoped to Trouble Ticket User Comments. He received an email because of a different subscription where it notifies the Affected user when a new Analyst comment exists, but I (as the analyst in this case) never received a notification that the incident was updated by him because he wasn’t an end user.Makes sense? Anything we can do here? It would probably be fixed if it recognized him as the Affected user in this case and logged his addition to the action log as an End user comment.
Since it is a sealed MP cannot review the logic but what is needed
Analyst comment on Affected User who is Analyst comment but support groups do not match needs to fire off the work flow.