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Indeed you can notify a requestor when a ticket is updated. This would be done through a business rule.
I believe there is a system rule that can do this. If not, then you can create one. However, I believe the rule is called something along the lines of Notify Requestor on Ticket Update. It is most likely to be inactive.
Make a copy of the rule and then you can adapt it. In the "Send Notification" action, you can add the last ticket note, which will be mailed to the requestor.
Private ticket notes will not be available to the requestor.
Hope this helps.
Thanks for the reply. I neglected to mention that we're currently on version 11.4. After a bit of Googling it looks like the Business Rules Engine is not available in this version, so I'm not sure its possible to accomplish what I'm looking to do.
You are correct that Business Rules are a feature of 20xx and not 11.4.
You can still achieve this in Track-It! by using the Event Policies:
What I would say is you may want to consider how much notification you want to send out to the requestor. 11.4 is more rigid than 20xx. The Business Rules offer far more flexibility. So with this in mind, you may want to send notifications out to requestors but adding the note, and then a status change. A modification could send out a lot more email.
Hope this makes sense.