We have account managers that need to be notified when one of their clients opens a ticket.

[Tammy Ince]

How is the best way to set up a notification for our account managers for their clients. We want notification only when the issue is created. 

If I include the Account Manager (custom field) for the client to fill in, when they start typing, a list of the service desk users populates. So in other words, the list is not limited to the Account Managers. 

Thanks,

[Meg Holbrook · Accepted solution]

Hey Tammy,

Sounds like there's two objectives here: Set up notifications for account managers on issue create AND allow the submitting user to select only their account manager from a set list. 

Do the account managers have a separate group or role? 

Go into your custom fields area and navigate to your account manager field, click Configure. 

Select 'Edit User Filtering'

Enable Group or Role Filtering

Select the options to only allow your Account Managers

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For the notification issue, you should be able to set that up easily once the above is taken care of.