We have 3 separate groups setup in SD Plus, and at the first escalation notification, it would be a really nice feature to be able to escalate to the group of technicians and not all technicians in all 3 groups.

 

An example is we have help desk technicians, Application Technicians and Infrastructure technicians. When a ticket is escalating in the help desk group, it would be nice to escalate to all the technicians in that group without sending the escalation to the other two groups.

 

Currently there is only $ticketowner or selecting specific technicians but we cannot select a group. Adding $Group would make all the difference.