I called ManageEngine and was quite surprised that you don't have functionality to action the below so thought will log a feature request.

Scenario:

When we receive notification about an employee leaving, we log a job under the Manager's name

- After the job is logged, we send the manager(requester) an e-mail with specific text(E-mail template) written in the e-mail

So, the step we do after logging the job - We thought we could easily automate it using custom trigger or business rule option in Service Desk Plus but apparently the feature doesn't exist :(

- In business rule, it's possible to notifty the technician and the template can be customised as well but the same is not enabled for requester

Can you think of a way for us to achieve the same?

Thanks,

Sam