I am using Sysaid Cloud version. I want to setup a notification that delivers an email message to an Admin Group when a request is ‘closed’. (Request Completed)
This admin group is not the assigned admin group, just a group of interested people who need to know when other requests are completed.
Where would I do this? Is it in Workflow Notifications? I looked there but was not sure what to put on the Service Request Details screen regarding Request User. These notifications apply to all request users.
Thanks for your attention
You can either create a workflow notification and then make the last tab of the request send it when it gets completed (which can also change the ticket’s status to request completed/close) or create an escalation rule that will notify this group of users once tickets are getting closed or apply to the escalation triggers.