KACE: sending new owner an email when ticket is re-assigned
Hello, I have checked with KACE support, read these forums, and searched the Internet but cannot find an answer to my question.
I have a Change Management queue. Tickets are created and immediately assigned to the "CSA" user. The CSA receives an email notification due to the check mark in All Changes under Owner in the Email on Events section of the queue configurations. The CSA goes into KACE updates the ticket. I wrote a rule that automatically assigns the ticket to the "CCB" user once the CSA checks a box on the ticket form. I cannot get KACE to send an email notification to CCB. I need KACE to email a new Owner when an existing ticket is assigned to them. Like I said, I searched for an answer and KACE KB article 111222 does not help upon my reading. I don't believe Escalations are appropriate here. Any guidance is appreciated.
Thank you for your time and attention.