Notification System

Emails are automatically sent by the system to specified Notification Groups at various points in the ticket lifecycle. Notification Groups are collections of User Groups, which are collections of individual notification recipients (aka "Users", not to be confused with "User Logins").

The additional level abstraction allows Notification Groups to be specific to a particular type of ticket and escalation level, while User Groups are specific to a particular group of people, or a team. An individual email address typically belongs to only one User Group, but a User Group can belong to more than one Notification Group.

If a new employee joins or leaves a team, they are simply added or removed from their respective User Group, without having to edit each and every notification group that team belongs to.

Likewise, if a new ticket type or escalation level is added, the appropriate Notification Groups can be selected, and will automatically notify all the User Groups that are part of it.