I need to send an email to the Assign to group and to the Assign to person, but only when the status isn't "Close". This is in case of service call has closed without assign. I can't seem to find a way to change conditions i this query... Sorry, but I work in SD some weeks only ;-)
If what you want to avoid is to close Service Calls without assign, then you can set the field "Assignment; To Workgroup" as a required field.
Open the Administrator Console-> Security-> Prevention-> Required Fields-> Assignment-> select from the drop down To Workgroup-> set it as Always Required.
With this setting, users will not be able to save a service call without filling this field, hence they won;t be able to close a Service Call with that field empty.
Now, regarding the email, you can create a DB rule to send the email to the assignment to person email, everytime the status of a Service Call is changed (except when the status is changed to Closed).
Open the Administrator Console-> Business Logic-> DB rules-> Service Call-> create a rule like this: When service call is modified where Status (*) equals Send Mail (Send e-mail message), Send to: [Assignment;To person;E-mail], Subject: Send Mail to Assign Message:Test message
Thank's very much, but my problem is other ;-) when i have created DB rule, i receive two e-mails. First has source: "e-mail by Assignment" second - "e-mail by DB Rule"... I want only one e-mail from "e-mail by DB Rule"
I Agree with the solution provided by Err,Once you uncheck the option Of'Send me email when items are assigned to me/workgroup'. User will not get the email by assignment. But again if user goes to Advanced fine and enables this option, User will be getting two email. however solution provided by me will permanently disable the Email by Assignment :)