I am looking to send a single notification to a CSM of an Organization if a case priority is set to urgent.
I have a Org field that looks up to user to set the CSM.
I have tried:
1. using placeholders, whcich didnt seem to capture the email with this tag: {{ticket.organization.custom_fields.csm_test_with_stephen.email}}
2. use triggers to set the CSM on a ticket and then a trigger to send a notification. The problem is this requires a rule per CSM to set the ticket value
Is there a simpler way to do this? I feel I am missing something here.