I have written some CRM scripts to send email to directors when requests are create/closed, etc. but the customer wants the directors to get an email when a request is escalted.
I know there is built in functionality to do this, however you cannot add to the email template (from what I can see), the notes relating to request time entries. That is why on the other events I have written a CRM script to do this, to find the notes text and add it to the email.
But I cannot find an event in CRM script for a ticket escallation.
Does anyone know of a way to acheive what the customer requires, getting an email with the request time entry notes, if the request is escalated.