Luke

Thanks for the very quick reply Victor! I'll check the wiki page out and have a go at setting it up. Yes you're right I want an email notification to the team, and I'm not concerned if it uses an existing email group or individual addresses for the team members, so this will give me exactly what i need

Hi, We have 2 routine rules set up (raiseNewRequest and updateRequest) and both are working, however I want to be able to configure an email notification on updateRequest being triggered when a ticket is assigned to a team but without an analyst (would therefore require an email address to be configured against a team which doesn't appear to be possible in System --> Organisation Data --> Organisation, unless I've missed a setting!) We have various team email groups and we want to be able to leave tickets assigned only to a team until an analyst is ready to work on them, but currently any customer emails that are applied to a ticket in this state don't trigger an email. I've searched the wiki and forums with no luck yet, does anybody have a solution using the current tool set? Thanks, Luke