KACE Product Support Question
Looking to create a ticket rule to email based on a custom field
I'm using a custom field to work as an "Assigned To" instead of the built in Owner field because managers are always changing and no way to keep up with a label. We are restricting Submitters with a label so not everyone sees the ticket queue. It is used by managers in our call center to identify "Colleague Improvements" identified during their work hours and so a manager can follow-up with proper procedures to correct the issue.
So I have Custom_11 set as a user lookup field named Assigned To. Now I need to create a rule that will alert when someone is assigned - create a ticket rule to email this user when this field is set to a user? Or am I over-thinking this process?