In Service Manager 9.3, we were having any issue in html template notfications. Issue is some thing like if there is a notification to trigger to the person who is opening a ticket. So if the person opens any ticket and submit the HTML template notifications which is supposed to trigger a mail use to show on the screen directly instead of triggering an email if the user is actively logged in. If user is not logged in to service manager at that moment then it use to trigger an email notification..
Please can you people let us know if this issue is still present in SM9.40.0022 version also? or is it taken care now?