Notification Problem?
Our notifications are set to not update users when their request is assigned to a technician but to notify them when their request is updated. Apparently the system treats the assignment of the request to a tech as an update, so the user gets an update notification when their request is assigned to a technician. Unfortunately, assigning a request does not really change anything or add any useful information to it, so when the user then checks on the request to see how it was updated (ie. what work has been done) they are disappointed.
Can this behavior be changed, so that if notification for assigning a request to a tech is turned off then the user is not notified in any way about that change (by making it not count as an update to the request)? For now as a workaround we've disabled the notification on update, but this behavior I've outlined does not seem like it's the way this should work...