How to send notification to Assigned to OR to Assignment Group (if not yet assigned)

[MaramA]

Hello,

I need to set up a notification where the recipient should be either the "Assigned to" user or the "Assignment Group" if no user has yet been assigned.

Could someone guide me on how to configure this condition?

Here is what I have done so far:

[Maik Skoddow]

This is not possible with pure configuration options. Instead, I recommend building a Flow allowing to implement your special condition.

[MaramA]

Hey Maik, instead of using Flow Designer, is there another way to accomplish this using scripting?

[James Chun]

Hi @MaramA,

Another approach is to use an Event to trigger the notification with the recipient in its parameter or have 2 separate notifications with different conditions.

Cheers

[Sohail Khilji]

Hi @MaramA ,

First, you need to decide who will receive the notification. (if in case its blank for x hours then you can trigger event and assing to default group or service desk group based on your need.)

Once you know who will receive the notification you can trigger an event from a scheduled job to check if there are any unassinged tickets and trigger notification to the conserned group or to the parm1 or parm 2 fields as needed.

I hope this helps...