EMAIL NOTIFICATION RULES
We would like to configure email notifications to be received by specific Technicians and managers when a ticket has been closed or resolved.
We are providing IT support to 7 sites/companies. We created two CATEGORIES a requester can select when logging a ticket - IT OPERATIONS and BUSINESS SYSTEMS.
There is one manager for Business Systems and one manager for IT Operations.
We have total of 20 Technicians – 13 Technicians for Business Systems and 7 Technicians for IT Operations.
When a requester logs a ticket under Business Systems Category, there is an email notification being sent to requester, assigned Technician and Business System Manager through BUSINESS RULES.
When a requester logs a ticket under IT Operations Category, there is an email notification being sent to requester, assigned Technician and IT Operations Manager through BUSINESS RULES.
We want to do the same thing when a requester or technician closed/resolved the ticket. There must be a separate email notification for closed tickets for IT Operations and Business Systems managers. The Business System Managers does want to receive the closed email notification for IT Operations tickets and so the IT Operations Manager does not want to receive the closed email notification for Business Systems. How can we accomplish that? Thanks.