Sharing ticket conversation update with group members
Hi All,
I have a group of technicians that handle a certain kind of tickets as a collective. Which means that although each of the tickets they handled is, of course, owned by a specific technician, they whole group has to be notified on any change in the ticket and especially on any note or reply added to it.
So far I did not find a way to do that. I configured to update the group on changes in their tickets, but that only applies to changes in the ticket metadata, not to changes in the conversation entries. I saw that there is a pending feature request to notify on new notes / replies, but does anyone knows on some way to do this in the meantime? Maybe using custom functions?
Many thanks,
Oren
I have a group of technicians that handle a certain kind of tickets as a collective. Which means that although each of the tickets they handled is, of course, owned by a specific technician, they whole group has to be notified on any change in the ticket and especially on any note or reply added to it.
So far I did not find a way to do that. I configured to update the group on changes in their tickets, but that only applies to changes in the ticket metadata, not to changes in the conversation entries. I saw that there is a pending feature request to notify on new notes / replies, but does anyone knows on some way to do this in the meantime? Maybe using custom functions?
Many thanks,
Oren
Topic Participants
Oren Shani
alagarraja a
RCPSC
Dinesh Bhaskaran
Priya Kumar
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