Can system notify techs on request edit?
We use and rely on the email notification feature. However, we do not see an obvious way to enable an email notification (to a tech) when a request is changed in some way (description, assigned to, priority, etc modified). Is this possible?
An example situation is: Tech John is assigned request for a remote location. System emails John this assignment. However, Tech Tom is at remote location for other issue, and picks up John's request and finishes it. Currently, John is never notified the request is handled, and may waste time traveling to remote location.
Second example is that Tech Tom is assigned a low priority request, so he is currently notified, but deals with some medium requests first. However, the issue is escalated to high priority by someone (other than Tom). Tom is never notified of this, and may not respond accordingly.
Is there any ability (or future plans) to handle such notifications, either through email (best) or on a web page or report?
I understand that the REQUESTER can be notified on some updates, but we want other techs to be notified (or at least a managing tech).
Ideally, this notification could be granular... ie a change to category does not cause a notification, but a change of priority does, based on user preference. And ideally, for sure the Assigned Tech (or previously assigned tech) would receive the notification, and possibly a manager would receive notifications for ALL changes to requests.
We currently use 6005.
An example situation is: Tech John is assigned request for a remote location. System emails John this assignment. However, Tech Tom is at remote location for other issue, and picks up John's request and finishes it. Currently, John is never notified the request is handled, and may waste time traveling to remote location.
Second example is that Tech Tom is assigned a low priority request, so he is currently notified, but deals with some medium requests first. However, the issue is escalated to high priority by someone (other than Tom). Tom is never notified of this, and may not respond accordingly.
Is there any ability (or future plans) to handle such notifications, either through email (best) or on a web page or report?
I understand that the REQUESTER can be notified on some updates, but we want other techs to be notified (or at least a managing tech).
Ideally, this notification could be granular... ie a change to category does not cause a notification, but a change of priority does, based on user preference. And ideally, for sure the Assigned Tech (or previously assigned tech) would receive the notification, and possibly a manager would receive notifications for ALL changes to requests.
We currently use 6005.