I did a little more digging for my own refresh on this topic.
You can't beat arinside documentation tool for these type of questions.
Thanks to Misi for making it readily available for the group.
As the other post mentioned it is indeed coming from Incident Manager
functional role of the Support Group(either Assignee Group or Owner Group)
based on your SLA configuration.
1) HPD Service Target Escalation filter creating a notification record
with flag 'Functional Role' = "Incident Manager"
2)Notification process getting the email id
Form: Schema: [image: schema.gif]
CTM:SupportGroupFunctionalRolePeopleLookUp<http://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/index.htm>
Qualification:
'Support Group
ID<http://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/fld_1000000079.htm>'
= $Support Group
ID<http://rrr.se/itsmdoc/itsm764arinside/schema/NTE~3aSYS-NT%20Process%20Control/fld_1000000079.htm>$
AND 'Functional
Role<http://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/fld_1000000171.htm>'
= $Functional
Role<http://rrr.se/itsmdoc/itsm764arinside/schema/NTE~3aSYS-NT%20Process%20Control/fld_1000000171.htm>$
AND 'Notification
Availability<http://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/fld_1000000846.htm>'
= "Yes"
You can validate it from the below workflow.
http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNTSVTMgrAssignGrp_888_SetTag.htm
http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNTSVTMgrOwnerGrp_890_SetTag.htm
http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNotificationGenerator_899_PNPC~60~21.htm
http://rrr.se/itsmdoc/itsm764arinside/schema/NTE~3aSYS-NT%20Process%20Control/fld_303704100.htm
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