Usually, the ticket requestor is the owner, because we have a scrip in place that forces this to happen. Because of this, we disabled email notifications to owners so that people didn’t get duplicate emails (one as the requestor, one as the owner). Now, though, some users have started to re-assign the owner, which is perfectly fine. The only problem is that the new owner never gets transaction emails, but the requestor does. This is, of course, because of the previously mentioned setting to never email owners.
What I want to do is, somehow, email the requestor, CCs, and owner, but conditionally. If the owner is the requestor, then only one or the other gets the email, along with any CCs. If the owner and requestor are different users, then both should get the email, again, along with CCs. I thought a scrip to determine which case should happen, then email, would be the easiest way. Is there a better way of doing this that I’m not thinking of? There probably is. Thanks for any ideas.