Hi Timo,

Did you end up working this one out? Are you saying that everyone in the skillgroup is receiving an email when the job is assigned to the skillgroup only? Is the behaviour build into the an Action Template you're using perhaps?

Rod

I am yet to resolve this one. If I assign a job to an induvidual then the auto email notification is sent as per my template. If however I assign it to the skillgroup then the auto email is not send (I would like it to send the email to all the people who belong to the skill group).
i then updated the notes (while it was assigned to the skillgroup) and sent it by email as per my template and at this point it did send the email

Hi Timo,

Thanks for the confirmation.  Here's a few things to think about and work with.

1. If you want to send an email to multiple people from the Action screen (reassign), the best way is to use the "Other" email checkbox.  This allows you to specify a list of email addresses, or a valid Outlook / Exchange group of addresses.

2. If you reassign a job directly to a skillgroup and you use the "New assignee" email checkbox, HelpMaster will try to address the email to the skillgroup supervisor only. 

The skillgroup supervisor is specified in the Staff Manager screen. 

 It is important that the person nominated as the skillgroup supervisor has a valid email address.

Hope this helps.

Best regards,

Rod

Timo,

Just another thought about this.

You could also configure the Priority Manager to perform the email to every staff member.

1. Create a new Priority Manager profile
2. Target jobs that have been actioned in the last 10 minutes AND are assigned to a particular skillgroup. (i.e. assigned to the skillgroup only - not to any particular staff member).
3. Use the "Perform this action template", or Email tab to send the appropriate email to staff members belonging to that skillgroup.
4. Run the profile every 5 minutes
5. Set the frequency to work on each job only once

There you have it! A "back-end" solution that will do the emailling whenever a job is assigned to a skillgroup.

Hope this helps,

Rod