Case Notifications

The following email notifications are sent for cases:

Case assigned

When a case is assigned, a notification is sent to the assignee and to any user who has already commented on the case (excluding the user who assigned the case).

Case updated

When a case is updated (e.g. Due date is set), a notification is sent to the assignee and to any user who has already commented on the case (excluding the user who updated the case).

Case new comment

When a photo or comment is added to a case , a notification is sent to the assignee and to any user who has already commented on the case (excluding the user who add the comment/photo).

Case overdue

When a case is not resolved or closed by the due date, a notification is sent to the assignee.