question Re: Custom notification when ticket reaches particular Assignment group in Virtual Agent forum

Custom notification when ticket reaches particular Assignment group

Adinvie — Mon, 16 Jun 2025 09:55:26 GMT

Hello guys,

does ayone have a clue how to set a custom notification when a particular group is assigned to ticket? Lets say we have a group 'TeamA'. So I would like to get an email notification when 'TeamA' is assigned as group for solving a ticket.

Thanks.

Re: Custom notification when ticket reaches particular Assignment group

armanoj — Mon, 16 Jun 2025 10:03:36 GMT

Hi @Adinvie ,

Option 1: Notification via Notification Module

Steps to Configure

Go to: System Notification > Email > Notifications
Click New to create a new notification

Notification Configuration

Name: Notify TeamA Assignment
Table: Incident (or Task, Case, etc. depending on your use case)
When to send: Record updated
- Condition:
  
  current.assignment_group.changes() && current.assignment_group.name == 'TeamA'
  
  Who will receive:
  Users/Groups: Select Group Members or use a Script

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Arun Manoj

Re: Custom notification when ticket reaches particular Assignment group

Ankur Bawiskar — Mon, 16 Jun 2025 10:06:34 GMT

@Adinvie

there is already an OOTB email notification on incident whenever it gets assigned to Assigned to user

what do you require extra?

If my response helped please mark it correct and close the thread so that it benefits future readers.