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We recommend reviewing what is submitted before posting, in case your idea has already been submitted by another community member. If it has been submitted, vote for that existing feature request (by clicking the up arrow) to increase its opportunity of being added to Cireson solutions.
For more information around feature requests in the Cireson Community click here.
Notify Analyst - Private comments doesn't generate notification to analyst
Joakim_Normann
Customer Adept IT Monkey ✭✭
When you as an analyst submit a private comment in an SR ticket that is assigned to another analyst, the assigned analyst doesn't recieve any email notification about the comment. However if you submit a public comment in the same ticket the analyst receives a notification. An analyst should always receive a notification regardless of it's a private och public comment made by someone else then themselves.
2
Comments
Isn't that the purpose of a private comment, so no notification is sent?
You could achieve what you want with an orchestrator runbook, which monitors Private Analyst Comments and notifies the assigned to user about it.
If I as an analyst enter a private comment in a ticket that has another analyst assigned to it, I want that analyst to get a notification about that. Private comments are commonly used when there is information shared between analysts that the affected user doesn't need to know about. It can be resolved by a runbook, but if you can do that with a runbook, why not add a feature in Notify Analyst where you can you choose if a private comment should generate a notification to the assigned analyst or not? That would be much easier.
The feature in the Notify Analyst Settings is a good idea :)
We do not use the notify analyst for action log entries at all, as we use the comment for further processing inside our work item management.