Notification Rules Enhancement Request/Suggestion
The notification rules you've provided are most everything we'd want but it occurred to me that you could build it with substantially more flexibility without much difficulty. Being unable to notify a requestor on assignment though able to notify technicians is what made me think of this. Rather than having a separate line for each notification event/notifyee, list out the major notification events and allow the admins to configure multiple notifyees that get a message on that event. You could then configure a notification type for each notifyee (email, sms) under each event.
My suggested notifyees options: Original requestor only, All cc'd, Assigned Technician, Assigned queue technicians or allow selection of groups and individual technicians.
A notification system of this nature would be almost infinitely flexible for the needs of end users as long as desired events already existed and expanding with new events should just be adding a new notification type in the database and passing along a message to the notification system that something needs to go out if any notifications are configured.
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