Email notifications edit

[Olga Videc]

Hello, 

I use the service desk, I add specific people to request participants automatically using custom workflow, and I use automation for notifying them. so here the deal if for example, I send an email to my SD I receive the same email notification as request participant, in the automation I selected to send an email to customers involved and to exclude the person who caused the action, in a reporter I don't want to receive that email, all notifications on SD are disabled except public comment added, and notification scheme is 0 nobody gets nothing.

[Angélica Luz · Accepted solution]

Hi Red,

When an agent is added as a participant, reporter or part of an organization on a JSD ticket, the agent will be treated as a customer, it means that even though the agent has a license, they will receive the same as customers receive.
If you are receiving the notification you must check if you were added as a customer in the ticket.

Regards,
Angélica

[Olga Videc]

Hello Angelica, 

No, I was the reporter, so I thought it would exclude me.

BR, Olga