Hi,
This ticketing system is for engineering services and it has civil, electrical, mechanical, AC departments.
If client1 submits a new ticket, client1 and client1's group leader(who is another staff of the organization) should get a mail with ticket id.
If client2 submits a new ticket, client2 and client2's group leader (who is another staff of the organization )should get a mail.
In the open a new ticket form, a drop down menu will be added (apart from help topic ) so that the client will select under which group leader he comes. The he selects which dept (helptopic) he is opening a ticket.
While submitting the ticket, the client and the group leader selected should receive a mail with the new ticket id.
Hope you understood. If u r not clear, pls ask where you are getting confused.
thanks for all your support