Notify Users When the Assignment Group on a Ticket has Changed
We are wondering if its possible to create a trigger to send a Notification to the Requester when a ticket is updated and a new primary group assignment is given. We're not sure how tricky this would be, since we don't care if a technician assignment is changed, only if the responsible group is. We would simply notify the user of the escalation. We can do this with Webhooks, but before we went that route wanted to make sure there wasn't anything built in.
Answer (1)
Hi Tyler,
You could most likely configure a ticket workflow with some condition and notification steps to accomplish this or something similar. Since your organization is still implementing, I think this would be a good topic to bring up with your implementation consultant as a project issue on your implementation project. Please let me know if you are familiar with that or if you need assistance!
Best,
Brittany Renn
TDX Support
Yes, we can bring it up with our consultant if necessary, I was just curious as we're in production now with tickets and doing a lot of it ourselves now. I did try to go the Workflow route, but it seems that it's not possible to create a Condition that would match this case. Specifically, the condition would be that when a ticket is updates IF the primary group assigned is now different than it was prior. Meaning the primary group responsible was changed, only then send a notification. The rest of the steps seems simple, i.e. creating the notification, etc. But like I said, we're using Web Hooks for other things we could do the same thing for this if the built in conditions wouldn't work.
Tyler - Tyler Whitney Wed 2/22/23 12:51 PM