We have a process for requesting user accounts. We're only receiving email notifications for ticket updates under certain conditions but not all that are necessary which is causing tickets to become stagnant because the appropriate people aren't being notified after a message is added. Here is our process and when we are and aren't receiving email notifications.
1. An end-user requests an account login.
All agents (I.T. and HR) are receiving an email notification.
2. Someone from I.T. assigns it to the HR team for authorization.
It has to go to a team so that anyone in HR can approve it.
Now the ticket is assigned to both the I.T. person that assigned the ticket to HR and the HR team.
HR is receiving an email notification. All is good.
3. HR approves the access by posting a reply to the ticket.
This is where the hang up is. When they post the reply the end-user is receiving the message, but the I.T. person assigned to the ticket isn't. HR can't assign it back to the I.T. person responsible, which would generate a message, because they're already assigned to the ticket. No email notification is being sent to I.T. so they have no idea the ticket is ready for them to do their part.
4. Then I.T. would add login info to the ticket and mark the ticket resolved.
At this point HR and the end-user should receive the login info, but only the end-user is.
What do I need to do so that an email notification goes to everyone/team assigned to the ticket except the person/team actually adding their message?
Attached is a screen shot of my Alert setup.