Possible red herring, but this seems to coincide with the release of Spring '13. On a Case record:
if a support engineer clicks "Send an Email", an email is sent to the Case Contact's email. [good]
if a support engineer clicks "New Case Comment", an email is sent to the Portal User's email. [bad, last week it would be sent to the Case Contact's email.]
The new behaviour affecting 2. is problematic because the Portal User's email may not be the Case Contact's email. I recognize one is created from the other, but there are circumstances when they are out of sync:
- the customer changes their email address, we update the Contact but forget the Portal User,
- in Social Sign On implementations, where we don't want the user to have a username/password because they would be able to circumvent
Is the recipient of a Case Comment Notification configurable to use the Case Contact's email address?