Notify Requester's superior/manager or another user by group, when their the requester's ticket is assigned

Submitted 10/12/2012 by mike.dejager


The ticket rules allow me to all of the above except define another user account to send the email to - the default are requester, assignee and agents all or individually.

Presently, I am sending the email to the assignee who then has to remember to forward it on to the requester's IT manager who want's to know when his users raise a ticket on our system.