Hi Damian,
Sorry, while I was reading I though you would like to receive the notification, that's why I provided that solution.
From what I understood, you reply to the email, the case is updated and then you receive a notification, right?
That's why the update in the case is being done by the system user. Since that is the user doing the update, the "Contact" will receive a notification.
Since you cannot directly manipulate the "to" field of the notification (but you can add emails in the "cc"), then you can try to do the following:
- remove the "Contact" from the "Users/groups in field"
- create a mail script to validate who is doing the update to the case:
- if that is the system user or the contact, do not include the contact in the cc list
- if it is another user, include the contact in the cc list.
You can include a contact in the cc list by using the script email.addAddress("cc", current.contact.email) (validate if those are the right attributes for the contact email, I'm not validating that in an instance).
If you want to have this in the "to", then you need to trigger the notification by an event and pass, in the parm1 event argument, the list of recipients to notify. That event can be triggered in a business rule in the case table when the case is updated: if the updated is made by system of by the contact, do not include the contact's email in the parm1 parameter of the event.
Hope this helps.
Please, don't forget to mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!
Best Regards,
Filipe Cruz
