Rule to send submitter an email when a comment is added ("owners only" box is unchecked)
09/23/2016 1711 views
I originally was using the "Email on Events - Comments" options (which worked), but when I started making custom rules, it did not work as expected. On my custom rule I checked the "Append comment to service request" and the "Owners Only" box. I expected the comments to be updated in the service request and because the "Owners Only" box was checked, it would not send out an email to the submitter, but it did. So apparently the "Email on Events - Comments" does not take the "Owners Only" box into consideration when adding custom rules. I read on another string that the out of the box "Email on Events Comments" should be turned off and another custom rule should be made for comment but, the SQL was not provided. Does anyone have custom rule to email the submitter when a comment is added, only when the "Owners Only" box is unchecked?