Hi, Within our IT staff we have two admin users in Kace that manage the tickets. We have a SME for Oracle and have created a role as Help desk staff with this user added to it. What I want to accomplish is that the two admins get e-mails when tickets come in, which I have done, When we have Oracle issues I want to escalate this to our SME and have that user receive an e-mail when its escalated to them so that they are able to work the ticket from there. How can I add this but also keep the SME in a defined Help desk staff role.

Thank you.
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If you check the email on events box for Owner->Owner Change then whomever escalates it will trigger an email that will go to the new owner -- the SME.

The SME needs to be in an ownership label for the queue. If changing ownership is automated (ie you are using ticket rules to change ownership) then you need to modify that rule so that the new owner gets an email.
Answered 02/09/2011 by: GillySpy
Seventh Degree Black Belt

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