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Different email addresses used for Help Desk notifications and SR comments – how to configure?

in Help Desk

Hi everyone,

I’m working with Oracle Help Desk in HCM Cloud and noticed that two different email addresses are used in the communication flow:

  • The automatic emails for SR creation or resolution (acknowledgment, status updates) are sent from one address.
  • The emails generated when agents or employees comment on the SR (internal/external messaging) come from a different address.

I would like to know where the “internal messaging” email address can be configured.

I already checked Manage Help Desk Configuration and Notification Preferences, but I couldn’t find where to set or change the address used for the comment/message notifications.

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