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Notifications for messaging on SRs

Has anyone set this up before?

I have a client looking to send notifications when:

  • An agent messages an employee on a Service Request → the employee gets a notification
  • An employee messages an agent on a Service Request → the agent gets a notification

I created a notification trigger on the Message (child) object of the Service Request, but I can’t select the trigger in the Notification Preferences area and the notification isn’t firing as expected.

Has anyone implemented this successfully or found a workaround?

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