When a ticket gets opened via email it goes to a tech group where level 1 techs are auto assigned via round robin however we would like both level 1 and level 2 techs to get an email notification when the ticket gets opened.
OR
Is there a way to select only certain techs within a level to be part of the round robin assignment so that we could just include all techs in level 1 to get the email notification when a ticket gets opened.
