Changes to Case System Notification Delivery
We’re making changes to who receives notifications regarding cases in a Case system. When a case is created, it has two primary users: the Requester and the Creator. In some cases, the creator initiates the case on behalf of or at the requester’s request. Currently, the creator receives notifications about the case, and if the requester wants to be notified about the activities, they must be added as a watcher.
Since the notifications are more important to the requester than the creator, we’re changing the default behavior by delivering all notifications to the requester. If the creator wishes to get notifications regarding the case’s activities, they can be added as a watcher.
This change will go live on 11 August 2022.