Update Status notification not sent
Article ID: 128548
Updated On:
Products
SUPPORT AUTOMATION- SERVER
CA Service Desk Manager - Unified Self Service
CA Service Desk Manager
CA Service Management - Asset Portfolio Management
CA Service Management - Service Desk Manager
Issue/Introduction
Changing the request to Resolved Status through the Update Status action and checking the comment added as internal, the notification is not being sent to the end user.
Environment
Release:
Component: USRD
Component: USRD
Resolution
If you want the Update Status notification arrive to the contacts not able to see internal comments, it is needed to separate the internal comment (Log Comment action) from the Update Status action.
If the analyst sets the internal flag for the Update Status action, which has a field to explain why they are changing the status, then the notification will not be sent to users that don't see internal comments. The internal flag is for the entire action, not only for the comment.
If the comment is internal but the status change has to be notified to end users (not able to see internal comments) then, 2 separate actions are needed: the "Log Comment" as internal and an "Update Status" as no internal.
If the analyst sets the internal flag for the Update Status action, which has a field to explain why they are changing the status, then the notification will not be sent to users that don't see internal comments. The internal flag is for the entire action, not only for the comment.
If the comment is internal but the status change has to be notified to end users (not able to see internal comments) then, 2 separate actions are needed: the "Log Comment" as internal and an "Update Status" as no internal.
Feedback
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