How do you set up custom ticket rules to send an email to a different technician?
We are setting up K1000 service desk and we're running into a bit of an issue. We have 8 schools in our district. Every school will get their own service desk queue. We have custom categories set up and it can email the technician assigned to that queue.
Some of those custom categories require a technician other then the assigned tech to that building, so we want to set up custom ticket rules. We've set up the rules and it applies to the ticket and assigns it to the correct technician, but it doesn't send an email notifying him there is a ticket in his queue unless he looks. Email is working for tickets that don't have the custom rule applied,
Is there any way to set the custom rule to email the intended technician?