Notify a manager when an unassigned request is updated
Senario
A request comes in and is assigned to just a group (so the status is open, unassigned). The requestor sends an email to SDP (##ticket##) asking for a status update.
Question
How can I make it so the manager of the group is notified that the ticket has been updated with an email from the requestor? The manager already is notified when requests are added to his group but since the request is not technically assigned, the email notification of the update doesnt seem to so out to anyone.
One solution would be for the manager to assign the requests to himself until he reassigns them out to the technician. I am trying to avoid this.
Has anyone come up with a way to email the manager when a request is updated and unassigned?
A request comes in and is assigned to just a group (so the status is open, unassigned). The requestor sends an email to SDP (##ticket##) asking for a status update.
Question
How can I make it so the manager of the group is notified that the ticket has been updated with an email from the requestor? The manager already is notified when requests are added to his group but since the request is not technically assigned, the email notification of the update doesnt seem to so out to anyone.
One solution would be for the manager to assign the requests to himself until he reassigns them out to the technician. I am trying to avoid this.
Has anyone come up with a way to email the manager when a request is updated and unassigned?