In our Incident process an email is sent to end user once the call is assigned to the resolver group (I've attached a screenshot) and the same on closure (we have an assignment after a manual action of "Close Incident" before the Closed status that assigns the call to Servicedesk so in that assignment the Notify Originator box is checked).
We only have a email notification for note creation at 1 status and it's simply a manual action of Add Note, followed by an automatic action Add Reminder from the status which then loops back into the status. If you've more than 1 status you might want to take a look at this http://community.landesk.com/support/message/66948#66948 same sort of idea where it'll loop back into the right status rather than having loads of Add Note - Add Reminders all over the process. I'm sure others may already send a notification on note creation throughout the process and may be able to advise better.
Assignment Reminder.jpg 134.4 K
Helen, thank you very much for your assistance. I'll try putting some of that into action. Anthony