SLA and Business Rule Request - Email and Escalate to Support Group
We need to the ability to e-mail a support group when a business rule is executed (See Image 1). Use case for this would be that we currently have 32 support groups broken into Tier 1 Support and Tier 2 Corporate Support. In the event of a Priority 1 or 2 ticket we need the ability to immediately notify the Support Group which the ticket is assigned to. Having the ability to send an e-mail to a support group when the business rule is executed would fix this. Having to assign this per technician is a nightmare to manage.
Similarly for SLA's using the example above. If our Tier 1 and Tier 2 support teams do not resolve the ticket in an appropriate time, an hour for example, then after one hour a Priority 1 SLA would send an e-mail to a group of managers so they are aware this is an issue and has not been resolved. (See Image 2) Unfortunately, we cannot send escalation notifications to a support group and can only send to individual technicians.
Image 1
Image 2
Topic Participants
Evan Soll
Demetrius
Vignesh Ravindranath
Kenneth Lambert