SD WA - Ticket - Communication - Requester and ticket participants don't see messages addressed to the participants

This article is about product releases

ALVAO Service Desk 10.4 and higher

Symptoms

Requester and ticket participants don't see messages addressed only to the participants.

Cause

The cause is a bug in ALVAO products.

Solution

Fixed in release 11.2.1134 - 11.2 (2024-04-11)

Workaround

Edit the message and turn the "Show to requester" choice on.

Steps to reproduce this behavior

Solver writes message to a ticket participant, who doesn't have any other role on the ticket. The participant doesn't see this message in ticket communication.

Issue number

T152640ALVAO

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