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End User Comment Not Sent to assigned Support Group

Nick_FlintNick_Flint Customer Advanced IT Monkey ✭✭✭
SCSM 2016 and Notify Analyst - When and end user creates an action log comment on a SR that  has a Support Group assigned but is not assigned to an analyst; no notification is received by the assigned Support Group. Is this how it's supposed to work or is something not working right here?

Best Answer


  • Tom_HendricksTom_Hendricks Customer Super IT Monkey ✭✭✭✭✭
    This really should be an option.  Some teams want to know if users are sending email comments to tickets because, for example, things are becoming more urgent and the ticket is still unassigned.
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