Incident resolution notification are not sent using request service

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    PRODUCT:

    Remedy IT Service Management Suite


    APPLIES TO:

    BMC Remedy IT Service Management Suite



    PROBLEM:

     

    Incident resolution notification are not sent using request service

    LP: BMC Remedy IT Service Management Suite 8.0.00
    DR: BMC Remedy Service Desk Application 8.0.00

    Details: We had an Incident that was resolved by our customer, but a notification was not sent out. I have checked the arerror.log file and the AR System Email Error Log file as well and no error exists for this incident.



    Issue Summary: Incident resolved but email notification was not sent out
     

     


    SOLUTION:

     

    Legacy ID:KA414125

    AR 8.1 

    Problem : 
    At the moment to resolve an INC the resolution notification is not being sent to the requester. Im using service request to ask Incidents. 

    The Finished notification of the service request is sent correctly but the INC notification is not sending to the final user. 

    Answer : 

    This is default and as designed behavior. 

    This is to stop "duplicate" Notifications going out to an individual. Also, as the User has created the request through SRM, then the Notifications should be driven from SRM and not the fulfillment request i.e. the requester does not need to know how their request was completed, but that it was completed. 
    Related Products:  
       
    1. BMC Remedy IT Service Management Suite

     


    Article Number:

    000098907


    Article Type:

    Solutions to a Product Problem



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