Each Addtional Comments sends a new email for RITM record.

[SohamTipnis]

I have a requirement that whenever I add additional comments for an RITM record, each comment should send each email every time.

Any help is appreciated.

[Ankur Bawiskar]

@SohamTipnis 

that notification has script in advanced condition

Is your user who is updating comment satisfying that?

Is that user a customer contact for any Customer account?

Try with correct user and update comment on RITM using CSM portal with that contact user and then see

[SohamTipnis]

@Ankur Bawiskar I commented on the whole script, but still it is not working. I also tried the other ways, like choosing proper users with proper roles.

Am I missing something, or is there any business rule, flow, or something?

[AndersBGS]

Hi @SohamTipnis 

And you haven't changed the default fields on the request (request.requested_for)?

What if you look in the Outbox / send, can you see anything is triggered?

[SohamTipnis]

Hello, @AndersBGS, my issue has been resolved, but I am having a concern that when I change the "requested for" from admin to any other user, he/she and watch list members are receiving the emails now, but the system admin is not able to receive the email; others are getting the email for now.

This was an OOTB notification, which is working fine; only now is this "Why is the system admin not receiving the emails?"

@VishalC3

@Ankur Bawiskar 

Do let me know on this. 

Thanks for your help😊; it gave me different scenarios.

[VishalC3]

HI @SohamTipnis ,

Make sure these admin user's Notification is enabled. (check "Notification column in user table.)

Thanks,

Vishal