Is there any way that we can have a email notification made when a request is reopened?
I know there is a way to notify technician when a request they were assigned to is reopened which we already have configured, but in the case that they are out of office, the rest of the technicians won't notice that it has reopened.
Example:
Ticket is sent in to "Database Admins" Group
Ticket is worked on and closed
The Tech closed the ticket and left for vacation the next day
Ticket is reopened by the requester, but only the Technician is notified about the reopening, leaving the ticket un-worked because no other "Database Admin" member is aware
It would be best if a notification rule can be added to "Alert Group members by e-mail when a request is reopened"