The business case is like, Our help desk guys assigning incidents to an individual directly sometimes. If the particular support staff is not aware / not having a check in IM console often, it left unanswered sometimes rather immediately where customer expects to do so. In such cases, if it gets notified to entire group, the other sup. Staff would answer soon.
From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Tauf Chowdhury Sent: Tuesday, June 11, 2013 1:10 PM To: [email protected] Subject: Re: Group notification stopped for Incident ** There is a way to "trick" the system into doing this but it adds an administration overhead. You can create a dummy people record and put that record in the support group. Then, you can put the email address as the address of an email distribution list that has the members of that support group. Now, when you assign the incident to that dummy user, the entire group gets the email. This is not very efficient or that useful in my opinion unless you wanted to notify people in the distro list that were not in the support group. If I may ask, what's the business case for wanting the feature you are asking about? Sent from my iPhone On Jun 11, 2013, at 3:27 AM, Govind M <[email protected]<mailto:[email protected]>> wrote: ** Tauf, As you said, it is triggering directly to assignee when direct assignment happens. To get group notification, incident has to be saved with group assignment first. Post to individual, would trigger direct to assignee. Is there any OOB feature to get both at same time, when incident assigned to an assignee. Regards, Govind From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Tauf Chowdhury Sent: Monday, June 10, 2013 4:43 PM To: [email protected]<mailto:[email protected]> Subject: Re: Group notification stopped for Incident ** Out of the box, if you directly assign to an assignee, I'm pretty sure the notification only goes to the individual. Sent from my iPhone On Jun 10, 2013, at 6:11 AM, Govind M <[email protected]<mailto:[email protected]>> wrote: ** Few days back, we have observed that whenever an incident assigned to an assignee, it is triggering only the assignee notification for incident assigned. But, earlier it would trigger two notification mails. One for Group assignment and other for individual assignee. I have checked the notification preference in people profile. It was configured for Group notification as well. Surely, I have missed something to check.. any suggestions on this. We are atARS 7.1 with ITSM 7.0.03. Regards Govind Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com<http://www.wipro.com> _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com<http://www.wipro.com> _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
