May be something dead easy this but Im struggling. We are using Service Desk 7.4
We are looking to go live with our portal and we have designed it and all seems to work fine apart from one element.
When a call is at a with customer status we have allowed the customer the back from customer action which when invoked we require a email to be sent to the assigned analyst. I have added an reminder in the process but cannot get the email to be sent to the assigned analyst it always seems to go to the customer.
The add reminder has booleans to send emails to assinee or originator but both seem to send the email to the customer.