Hello Domagoj,
Short of writing SPL code, I'm not sure if there is a good way to do this in product.
The typical ways of handling "This person gets notified, this person doesn't" are as follows:
* You divide the users into common Groups/Objects and then notify them as a whole.
This is an overall, across all tickets approach.
* Use Manual Notifications.
This is what we used to call the "In the Know" list, and means that you manually add the people to be contacted to the ticket at some point, and then use this list to keep them updated. So it is an "opt in for each ticket" approach.
* Look at a conditional macro. It may be able to look at a field on a Call Request and then send a Notification.
* Call in the big gun - CA PAM. You can do a lot of conditional checking with this, but once again, it is beyond my ken to actually design the flow to get the outcome you want, sorry!
Anyone else got suggestions?
I'd just add a rule of thumb, and that is, if you can't find a way to do something without customisations/bending the system or otherwise doing something complex, see if there is another way to approach the business need. Sometimes changing the business processes leads to a better outcome than changing the tool setup.
Thanks, Kyle_R.