Hello. We occasionally run into a situation where both the Reporter and the Processor are the same person. It seems as though when we run into this situation then no scheduled actions are executed for the incident. For instance, an incident is created in one business partner and sent to another support person for action. That support person has determined that the report needs to specify more information so they then assign the incident back to the reporter who then becomes the new processor of the message. Normally, this would trigger an email to the new processor notifying them that the message been reassigned to them, however, since both the reporter and the processor are the same person, nothing happens. Is there a way to have the system execute the action regardless of who the reporter and processor are?
↧