Alert(or Notify) technician by e-mail when there is a new reply from the requester when ticket in unassigned.
Is there a way to notify the same group of technicians that gets notified on newly created tickets when a reply is sent to an unassigned request?
For example:
- User creates request
- Techs are notified by "Alert the following technician(s) by e-mail when a new request is created".
- Before the ticket is assigned to a technician the requester sends a reply with further information.
- Because the ticket is still unassigned the same group in step 2 gets the update details sent via email.
Thoughts?