We have encountered some unexpected behaviour with technician emails sent from within a request and I'm wondering whether this is expected behaviour or if we're missing a configuration setting.

We have the following Notification Rule enabled:

“Notify requester and CC users when a technician's reply through email is appended to the request.”

A technician sent an email from within a request to another employee who was not the requester or a CC recipient. The email was explicitly marked Private.

ServiceDesk correctly sent the email to the intended recipient and recorded the conversation as Private. However, ServiceDesk also triggered the above notification rule and sent the requester a “Technician has responded” notification.

More importantly, the notification included the contents of the private email via the ${description} variable.

We reproduced this behaviour with a test:

1. Technician opens an existing request.
2. Technician sends an email to another technician/user who is not the requester.
3. Email is marked Private.
4. Email is sent and appended to the request.
5. ServiceDesk triggers “Notify requester and CC users when a technician's reply through email is appended to the request.”
6. Requester receives the notification containing the private email's contents.

Is this expected behaviour?

We don't want to disable the notification rule because we still want requesters notified of normal technician responses. However, we would expect a conversation explicitly marked Private not to trigger a requester notification, particularly one containing the private conversation's contents.

Is there a setting that prevents Private technician emails from triggering this notification while retaining notifications for normal/public technician responses?