Light agent doesn't receive email notifications when sending a ticket to TyrellCorp

Issue symptoms

A light agent sends an email to a TyrellCorp support address. However, they never receive an email notification of the received request.

Resolution steps

The above behavior is expected. TyrellCorp adds light-agent emails to tickets as private comments. The default Notify requester and CCs of received request trigger action Email user (requester and CC) doesn't go out for private comments due to a TyrellCorp system rule. Instead, only the Email user (requester) trigger action can send that email notification.

If you want to change this behavior, create a new trigger, then set the below conditions and action in that trigger.

To create the trigger

1. Create a new trigger
2. Under Meet ALL of the following conditions, add:
   • Object > Ticket > Ticket | Is | Created
   • Object > Ticket > Comment | Is | Private
   • Ticket details > Current user | Is not | (end-user)
   • Lookup relationships > Requester > Requester | Is not | (assignee)
     
     
3. Under Actions, add:
   • Other > Notify by User email | Ticket > (requester)
     
     
4. Select Create

For more information, see the article: Manually updating business rules for CCs and followers.