Extend Notifications for “Problem” Tickets

Hi everyone,

We would really appreciate it if notifications for “Problem” tickets could also be triggered when the group field is set or changed, and not only when an assignee is added or updated.

This enhancement would help our team identify and respond to problems more quickly — especially in cases where a ticket is initially assigned to a group, but not yet to a specific individual.

Thanks for considering this request!

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pabely

How are you assigning Tickets currently? Within Tech Groups > Level 1 > Assignment it offers one of the following: Auto Assign Tickets To > None, A Level Tech, Group Manager or Lead Tech.

jholzhey_bu

Yeah, what do you mean by it gets assigned to a group?

pabely

Each Ticket should show the Tech Group derived from the Request Types associated with it.

jholzhey_bu

Oh! Is that what he's talking about? So the top-level Request Type? If that's it, j.s, it's still just a request type. That's why Save & Email is so important, or maybe come up with an action rule to email a list of recipients based on Request Type and Ticket Type. However, you still have to Save for that to do anything, so not really worth it. So Pabely's solution is definitely to most simple and easy.