Email notification based on requester

Email notification based on requester

Hello.
I need to send email notification to technicians based on requester. If the requester is, say a VIP, I would like to send an email to all the technicians in order to have the problem resolved immediately.

I cannot use notification rules since it is impossibile to send emails through them.

I was thinking about using SLA escalation based on requester in order to escalate for VIP in, say 5 minutes. The problem is that I would like this e-mail to be clear about the reason of the escalation (i.e."VIP Request: MOVE!") and another template for usual escalation.

Is there a way to accomplish this?


Thanks for your help.









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