Notification on request update when on hold?

[Lyonel]

Hi,

I had a request on hold and my customer used the portal to comment on something. However, I did not receive any notification OR my request list did not show me that the request had been updated since my last visit... Am I missing something? Is it normal? If so, is there a way to change that? I felt really stupid when the customer called me because I had not seen her comment... 

Thanks in advance for any help / feedback / clarification.

[Guest]

@Lyonel This issue was discussed on the forum link below rather extensively. However if you have this setting enabled then I think I need to investigate this issue. Was this request assigned to you or was it assigned to your team? There are two settings, one is  guest.app.requests.notification.notificationType.portalUpdate  and the other is  guest.app.requests.notification.notificationType.portalUpdateTeam. 

 

 

[Lyonel]

@Pamela, here are my settings:

And the request was assigned to me

[Guest]

@Lyonel I have been testing this and found although I did get a notification in Service Manager, I didn't get the email notification I was expecting. Let me log a call for this issue and investigate further.

Regards

Pamela