I am trying to find out, if the case remains unpicked for a set period of time, how/when will a notification be sent to all technicians associated to that site?  So far there doesn't seem to be a mechanism for this, and I have been told that I have to create a "support group" for that site and then add the technicians, I have done this, but still no unpicked notification.  I have looked in "Notification Rules", and I can see an alert " Alert group members by e-mail when a request is left unpicked in a group.", but where is the one that says " Alert SITE members by e-mail when a request is left unpicked in a SIte."

I must admit I still don't understand why there needs to be a Support Group when I am not going down to the granularity of specialists i.e Network team, Database teams.  I am just looking at the "Site".  

Can someone help please?

Regards

Alan