Hi All,
In incident management, when a processor changes the status to 'customer action', the reporter gets a notification and clicks 'save and reply' to reply the processor. The status changes automatically to 'in process'. How can i initiate an email notification to the processor at that instance?
Please note I have configured email alert to processor at status change which works fine if the status is changed manually to 'In process" but when a reporter uses the 'save and reply function' and the status changes to 'in process', the processor does not receive an email notification.