I just noticed that if a contact updates an unassigned request, there is no notifications sent indicating the request has been updated by the contact, nor does the support rep get any notification that the request has been updated since the creation when it is assigned to him.
If an unassigned request is updated, seems to me it should fall in the same notification category as "Alert the following Support Reps by Email when a new request is created". Either that or there needs to be another notification category called "Alert the following Support Reps by Email when an unassigned request is updated by the contact".
dcc
Dean Colpitts,
Members IT Group