Do you plan on building in the ability to create custom groups of people that can be notified of a Incident/Problem being created or closed?  We are finding this to be a major gap in trying to implement a Problem reporting system in our ServiceDesk implementation.  At first, we worked around this by changing the ticket levels to Incident, Problem, and Service Request.  We then set a business rule to notify a group of people when a ticket with a level of Problem and a Priority of Sev 1 is created.  This works better than the Problem Management Module notifications, but we also want the ability to notify that custom group when the problem is closed.

 

The other factor is that the business does not want to be notified of every problem that gets created; only ones with the higher severity.  It does not appear that there are notification rules or business rules to perform this.  Is this functionality scheduled for implementation at any point in the near future? 

 

Finally, the ability to select a user group when manually sending out a notification.  Currently, you only have the ability to select an email address.  It would be great to be able to send status updates to a specific set of users (defined as user groups in ServiceDesk). 

 

 

 

If there is another way that I can accomplish this, please let me know.