SCSM 2012 - Old Technician notification of incident reassignment RRS feed

  • Question

  • We have a dispersed Service Request environment where technician are spread out geographically. I would like to setup a notification that notifies the the technician of an Incident assignment change but i want to notify the previous technician of the change. For example

    Technician A is working on an incident that was assigned to them. Technician B see's the incident in the Q and assigns it to themselves because the see no notes in the log that the Technician has done anything. Now technician A and B are working on the same incident. Technician B resolves the ticket but Technician A is still researching the incident because he/she did not know that someone else was working on it nor that it was resolved.

    I have a notification setup that notifies they new technician on assignment change but I need on to notify the old technician the their incident was reassigned to another technician.

    Thank you

    Sunday, April 13, 2014 1:59 AM

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