Change $TicketOwner variable? Priority 1 workflow issues.
I'd like to know if it's possible to change the $TicketOwner variable in SLA's to be something like $SupportGroup. I know this is not possible through standard configurations but would like to know if we can change a config file on the back end of the application to achieve this.
The problem we currently have with notifications is our Priority field is hidden from the request and they submit a ticket i.e. "E-mail having issues". The support groups would receive the notification seeing e-mail is having an issue but may not know it's a P1. Once a technician realizes that our Exchange servers are down, they may escalate this to a Priority 1. Changing the ticket to a Priority 1 does not send another notification to the Support Group and we cannot use a SLA to escalate to the Service Group.
I imagine other people have these notification problems with Priority 1 incidents.