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Notify Analyst - Private comments doesn't generate notification to analyst

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 votes

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    Simon_ZeinhoferSimon_Zeinhofer Customer Ninja IT Monkey ✭✭✭✭

    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.

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    Joakim_NormannJoakim_Normann Customer Adept IT Monkey ✭✭

    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.

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    Simon_ZeinhoferSimon_Zeinhofer Customer Ninja IT Monkey ✭✭✭✭

    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.

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