Can we use notification preferences to send a notification to an additional user on a ticket
Summary:
Hi all,
We have a use case in our "Create Internal Help Desk Request" flow where a request can be submitted on behalf of another user. In such cases, we want to ensure that notifications are sent to both:
- The primary point of contact (assigned to the internal service request)
- The additional user (on whose behalf the request is submitted)
Currently, we're successfully leveraging notification preferences to send notifications to the primary contact. However, we are unable to use notification preferences to notify the additional user.
As a workaround, we’re manually generating a notification message in the groovy script itself. While this approach technically works, it has two main limitations:
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