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)
-- 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.