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How can I set a notification for a specific group when a ticket is resolved?

Question asked by RichFTB on Feb 9, 2017
Latest reply on Feb 10, 2017 by RichFTB

To better explain here is my situation:

We have two help desks, one internal to IT and one that helps all users within the company.  They create tickets for issues and requests then assign them to the support groups.  The support groups are(usually) great about updating tickets with info and changing the status but they are not so great at communicating back to the help desks that the issue has been resolved.

 

What I would like is, if the help desk creates a ticket and assigns it to a support team, that the help desk gets a notification once the ticket is placed in the resolved status.

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