Email notification not sent when only 'Assigned to' changes.

[m-s]

I have the following notification configured ..

This works fine when an incident is escalated to Tier Three and both the 'assigned to' and 'assignment group' have changed (for instance, from Jane Doe in Tier One to John Doe in Tier Three).

However, if the incident is already in the Tier Three assignment group and someone changes the assigned to field (say, John Doe reassigning the incident to Jimmy Doe), no notification is sent and I can't make sense of why.

Any ideas?

[Karlie]

Any luck with this? I am seeing same issue. 

[m-s]

Nope.

If a ticket is being reassigned to someone within the same queue, we've resorted to just tagging the person with @ so they receive a notification.

I'm not a developer but I was simply looking to fix some annoyances that my team had with our SN instance. I couldn't be bothered to waste any more time on this issue or this product in general.