Thanks for response! I’m about to notify custom groups on tickets events instead of RT reqular AdminCC and Watchers builtin groups.
This is actually what custom roles are for. You can create a new role Admin->Custom roles->Create and apply them to the queue(s) you’d like to notify on.
Then you can add users/groups as default watchers on a per-queue level or per-ticket bases.
Once your watchers are setup you want to create some new notification automation, first we need a new action that alerts the members of this custom role:
Create a new scrip where the action is the new action “Notify Some Role” then choose a template to generate the emails content and a condition to determine when to send the email (On comment, on reply, etc)