Technicians - Migrate Active Directory Groups?
I have a request from some 2nd level support groups who want all technicians within the group to receive the help ticket when it is escalated. Other 2nd level support groups want to be able to "pull" the ticket from a unique active directory email address.
I can have our email administrator create a new email address in AD and have multiple people monitor incoming tickets.
What are my options where a support group wants all technicians (usually this group would be small - maybe 2 technicians) to receive the support ticket? Can I assign multiple technicians to automatically receive the support ticket or should I request the email administrator to set up a new Active Directory public group and I set up that public group as a technician?
Not sure which option is better. Thank youl