Possibly a simple question but can anyone offer me advise on how to solve this.
Looking at a simple request process based on the OTB 7.5 generic service request.
Call is assigned and an automatic email is fired off to the originator, perfect.
After fulfillment or cancellation there is an automatic action 'Notification' which creates an email which again I want to automatically fire off to the originator basically to acknowledge that the request is complete.
Running through the process however in webdesk I see that although the notification is created it is not automatically sent, instead the analyst has an action to 'Send message'.
Is it possible for this to happen automatically and not a manual action??
Thanks in advance.