Update Status notification not sent

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Article ID: 128548

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Changing the request to Resolved Status through the Update Status action and checking the comment added as internal, the notification is not being sent to the end user.

Environment

Release:
Component: USRD

Resolution

If you want the Update Status notification arrive to the contacts not able to see internal comments,  it is needed to separate the internal comment (Log Comment action) from the Update Status action.
If the analyst sets the internal flag for the Update Status action, which has a field to explain why they are changing the status, then  the notification will not be sent to users that don't see internal comments. The internal flag is for the entire action, not only for the comment.
If the comment is internal but the status change has to be notified to end users (not able to see internal comments) then, 2 separate actions are needed: the  "Log Comment" as internal and an "Update Status" as no internal.