I'm trying to setup an Escalation Routing notification rule. When a incident's priority is changed to an urgent staus I want it to send a specific text e-mail to the assigened person or group. I'm using SD 7.1 SP2. The probem I'm having is when I make the rule the options under action for send e-mail is: to owner or To Submitter or To specific User or To Specific group. But I don't want to make a rule for each group. In Helpdesk you could set it to assigned but servicedesk doesn't have that option. Anyone have any ideas?
Thanks
Jen