Good morning,
I have been through some previous questions and answers and I am not sure I have gained the answer I need. I have tried a few of the solutions,but again, the results did not match the requirement.
Background:
Our 1st Line team will reasign tickets to other teams (2nd, 3rd Line, Applications etc.).
They will not select a specific Tech, just assign to a request type that has that Tech Group associated with it.
Requirement:
When the Ticket is reassigned, we would like an email to go to all members of that Tech Group to inform them a new ticket has been assigned to that group and to pick it up and work on it.
I havent found a way to do this as of yet and need help.
The closest I found was under Techs > Tech Groups > Tech Level Groups. I tried the Force Email Notification options, but this seemed to email on every ticket update, as opposed to just on (re)assignment to the group.
Is there a way that the group can be emailed when a ticket is assigned to that group?
Thanks in advance.
