Thanks for the replied.... Let me better explain what I'm looking for: let's say a queue supervisor re-assigns ticket to a new person. The new assignee would get notified, leaving the prior assignee unaware ticket has been moved out of his queue. Is there an out of the box configuration to get the prior assignee notified upon moving the ticket to a new assignee? Or is this only possible through custom workflow?
Thanks Sent from my Verizon Wireless BlackBerry -----Original Message----- From: "Ramey, Anne" <anne.ra...@nc.gov> Sender: "Action Request System discussion list(ARSList)" <arslist@ARSLIST.ORG> Date: Wed, 26 Jan 2011 21:15:41 To: <arslist@ARSLIST.ORG> Reply-To: arslist@ARSLIST.ORG Subject: Re: Notification on Re-Assignment of Incident ticket within same Assigned Group If you are referring to the "has been assigned to you" email, then that is the standard assignment message and behavior. As long as the new assignee isn't doing the re-assignment, it should just be HPD-INC-AssigneeAssignment. Anne Ramey *********************************** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of G. Lafontant Sent: Tuesday, January 25, 2011 5:08 PM To: arslist@ARSLIST.ORG Subject: Notification on Re-Assignment of Incident ticket within same Assigned Group All, Does any one know of any Notification Rule or Preferences that can be set for Incident Management to allow 'Assignee' field to be notified each time on re-assignment of an existing Incident ticket within same Assigned Group? Or does a custom workflow on HPD:HelpDesk and NTE:SYS-NT Process Control has to be built to perform task each time on re-assignment of ticket to a new person? thanks _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
