Hi, I'm implementing this ticketing system for our company. The one complaint my boss has about it is when the ticket is assigned to the workgroup with no owner, all of the techs part of the group get an e-mail. He wants that. When one person takes ownership of the ticket, the person that takes ownership of the ticket gets an e-mail that they took ownership but the others don't get an e-mail that the one person took ownership of it. It seems kind of backwards. The person taking ownership of the ticket doesn't need an e-mail to tell him he took ownership of it. The other techs in the field would be nice to get an e-mail saying "disregard the ticket... someone took ownership of it." We can't figure out how to do that. Sincerely, David Orlow - A+, Network+, MCP davido@mosstele.com mailto:davido@mosstele.com MOSS Field Technician 616-901-5182
