Hi,

 

I was wondering if it is possible to setup SDP so that when a request is marked as unassigned and the request is replied to that all technicians are sent the reply?

 

Alternatively, is it possible to have a technician assigned to all newly created and unassigned calls, but that a notification isn't sent to the technician that a request has been assigned to them?

 

To put this into context, there are occasions when certain calls are left unassigned and there are instances where these unassigned calls are updated with a reply from the requester but as the calls are unassigned no one is aware of the update until they go into the call (or of course notice the icon change in the request list).  We are wanting any replies sent to unassigned calls to be sent to all technicians so that this information isn't missed.

 

Any help would be greatly appreciated.

 

Thanks,

 

 

 

Matt