SLA escalations based on Groups
Dear Manage Engine,
At present, we have the option to send escalation mails based on the following criteria's
(Category,sub-category,Item,requester,department,workstation,priority,request type,impact,urgency, level) but we would like to have GROUP as the criteria for send SLA escalations mail.
The reason behind this is :
A request is created with category as microsoft and the group is also set as microsoft, and the appropriate SLA is set,now if the technician has to move the request to another department say "DBA TEAM", he will change the group.But when the request is escalated the mail goes to the manager of Microsoft team and not the DBA Team.
we have given the SLA escalation criteria based on category.
Please help us to solve this problem or give some workaround.
At present, we have the option to send escalation mails based on the following criteria's
(Category,sub-category,Item,requester,department,workstation,priority,request type,impact,urgency, level) but we would like to have GROUP as the criteria for send SLA escalations mail.
The reason behind this is :
A request is created with category as microsoft and the group is also set as microsoft, and the appropriate SLA is set,now if the technician has to move the request to another department say "DBA TEAM", he will change the group.But when the request is escalated the mail goes to the manager of Microsoft team and not the DBA Team.
we have given the SLA escalation criteria based on category.
Please help us to solve this problem or give some workaround.