Analyst raising a request

Tom_Hyde

Tom_Hyde Customer Advanced IT Monkey ✭✭✭

June 2016 edited June 2016 in Analyst Portal

One of our Analysts has created a SR and assigned it to another analyst to work on - They are added as the Affected User. They have gone into the ticket and want to chase whats going on with their request. When adding to the action log it emails himself and when using the Send Mail it also sends to himself. He is an Advanced Operator user role.

Is there a way other than being an End User where the analysts can update their request and it send to the person who is looking after the ticket rather than sending to the affected user? (Other than changing the email address of the Send Email task).

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Comments

Geoff_Ross Cireson Consultant O.G.

June 2016

Hi Tom,
Are you sending email via the Send Email Task or are you just adding a comment to the action log and allowing Action Log Notify or some other workflow to email this out?
Geoff

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Tom_Hyde Customer Advanced IT Monkey ✭✭✭

June 2016

Hi Geoff,
Its happens for both the Send Email Task and the Action Log Notify.
Tom

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Tom_Hyde Customer Advanced IT Monkey ✭✭✭

June 2016

@Geoff_Ross Any idea on this?

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Peter_Miklian Customer Advanced IT Monkey ✭✭✭

June 2019

@Tom_Hyde this known issue was discussed in more community topics, see also here:
https://community.cireson.com/discussion/237/affected-user-also-an-analyst-breaks-notification-subscriptions
or here:
https://community.cireson.com/discussion/1757/action-log-notify-to-send-emails-to-the-assignee-if-another-analyst-raised-it

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