Department Transfer alerts need redirection.

joegiglia

2 departments; Billing department with manager Bob Billings. Repair department with manager Ruby Repair.

When Bob Billings transfers his ticket to the Repair Department, he (Bob Billings) gets an alert email, however Ruby Repair does not, even though she should be alerted that a ticket has been transferred to her department.

So with that said, how do I change the alert email direction to the manager of the department receiving the ticket?

(using latest download RC5)

Thank you for your response.

peter

Joe,

The scenario you just described is impossible - no alerts are sent on departmental transfer!

joegiglia

Hello Peter,

My bad. I thought it was the transfer sending the alert. But actually when you add comments in the Transfer comment box, the comment becomes a new alert. Which then (when the setting "New Internal Note" boxes are checked) sends an email to the person doing the transfer.

Peter, is there anyway to alert transfers to the receiving department manager? I need them to know that they now have a new ticket. We are in a school district and the job flow goes to the individual school building first, and if needed it is then escalated to the District Administration building.

Thanks again for your time.