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Message Template is not triggered while assigning and reassigning incidents to agents

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Summary:

This is regarding Oracle Service Cloud 23C. Recently I have configured Message Template(MT) that has to be triggered while assigning and reassigning tickets to the agents. As an admin, when I checked from my end, it is working whereas agents are not getting these MTs. Could you please let me know, what has gone wrong? Or any configuration has to be set for them? Please find the attached.Thanks!

Boby B Jacob

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