Automation rules currently allow for sending email notifications, but those notifications are not logged in the ticket comments and can only be seen in the Audit Log of the Incident. Agents could benefit from seeing what notifications are being sent to users as a result of automation to ensure they are not manually sending the same notifications or contradictory messages that may cause confusion. For instance, we are working with a 3 Strike automation rule that sends reminders to requesters to update tickets in an Awaiting Info state, but our agents cannot see the automated notifications unless they look in the Audit Log. New agents may unintentionally send duplicate notifications by commenting on the incident thus preventing the Incident from triggering downstream automation on following days.
