When I open a ticket as a client via the web UI, an email is sent to the techs from the tech group assigned to that request type. This works well.
When a ticket is opened via email it is assigned the default request type. When we change it to the proper request type, we want an email to go to the techs from the tech group the proper request type is assigned to.
How can I set this up? I seem to remember this working when I used WHD at a previous job.
Don't know if this is going to help but when mails are send to the default and I have to change the request type and it pulls through the right technician group. Then I put in a tick by send to Tech and press the save and send key.