I created a new ticket application "program requests" Only two staff members are technicians in this application. All other staff are clients and place their requests through the client portal.
Once the request is placed, it must get approval from the requestor's manager. Setting up that approval rule in workflow is no issue.
Assuming the approval is received, I would like to send an notification to other staff (not the requestor or requestor's manager) as a "heads up" type of notification that the program request has been approved and that the ticket is in process. These staff are not technicians.
I have set up a group with these staff in it, so that I do not have to assign individuals to the notification, only the group. However, the group is not a choice in the list of those to notify. The individuals, no matter their security role, appear in the list of recipients, but not the group.
I have checked that the group has the "Program Request" ticketing application checked.
Any hints to what I may be missing that the group never appears in the Recipients field?
I have been reading through many questions and can't seem to find the answer.