I am trying to set some additional fields when an email to sent to a specific email address. I am trying to create a dynamic notification signature for ticket creations. If an email is sent to support@cheniere.com than the groups is set based on email. Than the fields rules would set the additional fields if group equals support.

But these fields rules do not trigger when an email is sent. They work if I create the ticket within SDP. I have also tried to use a BR to set the category to a specific category and have the fields rules than trigger of the fields change still no luck.

What I am wanting is to have different signature block sent for when a ticket is created and resolved notification based on the support group it is associated to. Another way I thought of was to add the group description as a variable on the notification.