When existing Incidents, Problems or Change Requests are reassigned in the NetSupport ServiceDesk system, it is useful if the new assignee receives an email to inform them.
You can create a workflow rule in your ServiceDesk system to accomplish this task using the information below.
Firstly, you need to create a new Email Template for the email contents that the assignee will receive, along with a corresponding Email Notification that has the Assignee | To button selected under the Recipients section. Both the Template and Notification settings are found under the Admin | Email menu.
For this example, the email notification is called: Notify Assignee Item Reassigned
New workflow rule
Enter a Name for this Rule: Email New Assignee
When this rule is checked: When an Item is updated
Enable this Rule: Ticked
This rule applies to: Incidents, Problems and Change Requests (ticked) – If you only want the rule to trigger on certain item types, then tick the boxes according to your requirements.
Enter a Name for this condition: Check Item Reassigned
Check the changed value: Ticked
Old Value: Anything
New Value: Anything
Enter a Name for this Action: Send Assignee Email Notification
Select a Type of Action: Send Email
Send Email Notification: Notify Assignee Item Reassigned (or the name you used when creating the email notification)
With this rule in place, the new assignee of the Incident, Problem or Change Request will be sent an email notification when an existing item is assigned to them.