ServiceDesk: sending emails to more than one users under an organization (top level cust hierarchy)

[Damian Torrez]

We have service desk set up with our customers in the following way:

top level: Organization

Lower level: 0 to many users set up under an organization.

Every time a customer user creates a ticket, Service Desk emails them as the "creator" of the ticket and keeps them in the loop with updates and so on. 

Well we would also like the ability to have all other users under that 'Organization' emailed as well, not just the creator of the ticket.

For example we Have Organization 'Foo' and Foo has 5 users listed under that org.

Dude1, Dude2, Dude3, Dude4, Dude5

We would like all Dudes to receive emails for all created tickets and updated tickets no matter who created said ticket.  So if Dude5 creates a new Service Desk ticket for Foo, he/she will be the "Reporter" of the ticket and stay as such, but all the other Dudes under the Foo organization will receive all emails regarding Dude5's new ticket.  

Is this possible?

[Raynard Rhodes]

You would need to create an automation rule to add the individuals.

Under Global Project settings > Automation Rules (if you have plugin)

Create a rule

When: Issue Created

New Condition > Compare Condition: {{issue.organiztions}} EQUALS ExactOrganizationName

New Action > Edit Issue: Requested Participants

From here I was only able to select individual users and not groups, but this is the closest option I could think of. 

Also, you can add watchers, but watchers can see internal activity and participants only get customer-facing updates.