Rule to email submitter when priority is downgraded
Hello, in our business we let users set their own priority for tickets. This of course leads to a large number of tickets being downgraded in priority.
I would like to trigger an email when this happens, so that the user is sent an email explaining the rules for ticket priority. So for example, lets say the user puts in an urgent ticket. A HD person see's this urgent ticket is not actually urgent and lowers the priority. The user receives an email that his ticket has been downgraded along with the little blurb of text we want to include.
Any help would be appreciated.