Is there any way to notify various teams of a change ticket?

I'm working on our change ticket process. I have the "Contact" field added to our Change ticket form, so that we can notify customers and affected staff when a system has a change ticket. However, I'm looking for a way to notify different TD groups from within the ticket. For instance, we have a TD group called "ERP Support", and if someone is entering a change ticket that might affect the ERP system, they would like to be able to add that group to the ticket.

Is there any way to do this other than adding the people from the ERP Support group individually?

The group that's being notified is dynamic, it will change depending on the scope of the change ticket. And, we don't want the ticket to be assigned to the ERP Support team, we just want them to be notified.

Thanks in advance for any advice you can give on this.

Asked by Kay Brewer on Mon 8/26/24 2:49 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Mon 8/26/24 5:12 PM

Hello Kay,

Currently you aren't able to select groups that are not involved with the ticket already to notify them of something from the ticket. I would say you'd want to create a task or something for them to notify them that there is a need for them to be notified. Something along those lines.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

1 of 1 users found this helpful.
Thanks for the info, Mark. Is this something that we could use iPaaS for? - Kay Brewer Tue 8/27/24 8:43 AM
iPaaS doesn't have any greater ability to notify groups directly that have no current involvement with the ticket. The only way I'd know of to achieve this would be to create distribution groups in your email system for those groups, then create a TDX person account for the distribution groups, and notify that person account from the "Notify other people" field. - Mark Sayers Tue 8/27/24 11:24 AM