Automatic Notifications

The only way I could think of doing something like this would be to leverage the Action Rules functionality.

So, for each Tech Group, you would create an Action Rule similar to the following:

- "Setup > Processes > Action Rules > New"

- Action Rule Info tab

-- Ensure the Action Rule is enabled

-- Select "Rule Triggering > Evaluate criteria... > only when updated by a Tech"

- Criteria tab

-- Condition: Tech - is any of - (Technicians in the particular Tech Group)

- Actions

-- Choose "Send E-mail" from the drop-down.

-- Configure the e-mail as desired.

You would then repeat this for all of the Tech Groups desired. It's a pretty manual process, using this method, but it would accomplish your desired end result - I believe.

Won't this notify the entire group anytime a tech made an update on a ticket?

Yes - I was going faster than I was thinking, sorry. I would recommend shifting to "Rule Triggering > When criteria did not match before the Ticket was updated," so - if the ticket gets assigned to someone (or someone new), based on the Technicians selected in the Criteria tab, it should send the e-mail.

Sorry, I haven't tried this yet(Been having other fun issues). I haven't forgotten and I'll let you know if it works out.