Notifying more than one customer when an update is made

Hi AshC,

Thanks for the information, whilst it's important that a technician can change the customer on on an incident. It is very common that a customer needs to pass the incident to one of their colleagues. How do they do this?

Also, regarding the watchlist, how do we automatically send a notification out to all customers in a company when a technician updates (NOT CLOSES) an incident?

There is often more than one customer at the customers end working on the issue so it is important that all customers can see the update. This is causing issues now.

Cheers, Rich