Hello,

Technicians have been reporting that since the 14th when someone replies to the conversation in the ticket that is not specifically the requester they are no longer receiving "request is appended with requester reply" system notifications.  For example, the request comes in and the technician reaches out via email (from SDP) to someone else (not the requester) with a question.  When that other person responds and that person's conversation gets added to the ticket it no longer fires off the requester replied notification.

Prior to the 14th they report that any reply back into the ticket conversation would trigger the notification and would inform them to go and check the ticket.  Some of our technicians designed their workflow around those notifications.

I know that technically the global notification in the notification rules calls out "Notify technician when a new reply is received from the requester".  Was this changed in the update on the 14th, and is it intended behavior that this notification ONLY fires when the requester replies, or is this a bug that was introduced with the change?  I am attaching a screen capture where you can see the system is not firing a system notification for non-requester users replying into the ticket and a capture of my current technician notification settings.  

Was a setting added in the update to notify the technician when anyone replies to their ticket?