I am trying to create a rule to send an email to a group when we escalate a ticket to them, for example:
Service Desk carry out 1st and 2nd line investigation on the ticket.
Ticket requires input from 3rd line (field based) agent.
Service Desk assign the ticket to 3rd Line group.
Group receives an email notifying them a ticket has been escalated.
I have set this up in Supervisor with the condition that Group IS 3rd Line and the actions to send email to Group 3rd Line.
I've just tested this with a ticket but not received an email yet.