The reason is that the Addon – Send Message function, which manages notifications, does not automatically consider the status of the case. To prevent notifications for closed cases, you need to manually add a condition that checks the case status.
Use IF conditions and specify that the message should only be sent if the case status is, for example:
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Registered
-
In progress
-
Resolved
This means that the notification will not be sent if the case status is Closed. Remember to set the OR condition between your criteria!
