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
MOSS
Field Technician
616-901-5182
