Dear Team,

Currently we are sending the SLA escalation to leads and $ticket owner instead of leads can’t put groups using $ group_name that should sent respective assignment group. Incase if that ticket is not assigned to any group in that case, it should be send notification to the leads.

Reason for the ask: If the leads are not watching on this message on a 24 x 7, the teams working 24 x 7, will get this message and they will be able to take actions accordingly when this notification arrives.

 

Regards,