Hi there ( again :) )

 

I will state the situation in order for you to have an exact image of the issue.

 

We have made some groups and in those groups we have placed some technicians. For example:

  IT Group

1. john M

2. Maria K

3. George A

 

We have created some business rules like the following:

 If a ticket arrives that has X for Category and Y as Subcategory should be placed in Group : IT Group.

Then we have selected the option where the technicians who belong to the group can be notified with an email that says: A ticket has placed in your  group. It works perfectly. But there is another need as well.

 

If John M picks up the ticket we would like to inform the others who belong to the group that the ticket has been assigned. Is there any way of doing that? that will save time from the technicians from checking if the ticket has been assigned. I know that there is the possibility of notifing the technicians when a ticket is left unpicked, but can it be otherwise?

 

regards

 

George