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Posts: 89
Reply with quote  #1 
The problem: All techs notified via email of new ticket, some time later techs get to email and look for ticket but ticket has been taken care of already but other techs none the wiser.

Solution: When a new ticket is created in WT all techs are notified via email. We need a way for WT to also notify all techs when the ticket has been updated recently up to the point a tech takes ownership. 

For example:
1) New ticket created - all techs emailed
2) Tech adds comment but does not take ownership - all techs notified via email of update
3) Another tech takes ownership - all techs notified of tech taking ownership via email
4) All updates now continue to only go to assigned tech unless tech goes unassigned again

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