We are implementing ITSM 7 and have recently been looking at Response Service Level Targets. I see that there are currently milestone templates that can notify the Assignee and Incident Manager via the Notification engine. Has anyone added an additional template to notify another role (I'm thinking Incident Lead)? It looks like it could be accomplished by adding another notification to the notification engine, building the appropriate triggering filter, and adding the milestone template that would trigger the filter to fire the notification. So has anyone attempted/accomplished this? ARS 7.1; ITSM 7.0.2 Patch 5 TIA
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