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  • 1.  Escalation Routing notification

    Posted Feb 27, 2012 04:17 PM

    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

     

     



  • 2.  RE: Escalation Routing notification

    Posted Mar 02, 2012 04:42 PM
      |   view attached

    Hi, here is some of my priority e-mail workflow.   Does this help you at all?  This is a combination of some of the stuff I have seen on here and some of the bubblegum I added to it.  

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    EMail_With_Priorities.docx   757 KB 1 version