Good day. Yesterday I installed the patch to 8009, hoping it would fix this workflow:

1. Request created
2. Technician responds by email
3. Requestor is sent a copy of the email
4. Email is added to request history

For us, #3 hasn’t ever worked – it only performs action #4. However, after the patch yesterday, it now sends EVERY response to the administrator if the 'send reply on changes' box is checked. The requestor simply doesn't get a notification of a response, so it's fairly worthless at that point.

Anyone have this working and if so, using what set of options?