yelyah.nodrog Posted November 7, 2017 Share Posted November 7, 2017 Morning, I had a few questions around Breached email templates and notifications. At what point does the system send out a Breached template and how does it know who to send it too? I'm assuming it looks at the person/team that raised the call and finds out the managers of that person/team from the field: Home > System > Organisational Data > Users, then the about tab and the Manager field? If this is the case we are finding that half these fields are incorrect and this is down to the system its pulling the information in from being incorrect.... Unfortunately at this tie this is not something we are looking to correct, so I wanted to know if there is any way to stop the breach notifications going out in this fashion.....we still want breach notification (templates) however we would like them to go to a set distribution group.... is this possible? if not is there a way to at least turn this feature off for now? Hayley. Link to comment Share on other sites More sharing options...
David Hall Posted November 7, 2017 Share Posted November 7, 2017 Hi @yelyah.nodrog The manager lookup for breach notifications is indeed looking at the data that you have in your screenshot, however it will be looking for the manager of the current owner of the request, rather than of the person who raised the request. Currently it is only possible to send the notification to the request owner, or the manager of the request owner, so if you do not wish to send the notification in this case as you suggest, then I would suggest within your targets just turning off the "Send Reminder" checkbox as per this screenshot and this will prevent notification emails from being generated. Hope that helps, Kind Regards, Dave. Link to comment Share on other sites More sharing options...
yelyah.nodrog Posted November 8, 2017 Author Share Posted November 8, 2017 Can you please advise where the screen mentioned is? Thanks, Hayley. Link to comment Share on other sites More sharing options...
Victor Posted November 8, 2017 Share Posted November 8, 2017 @yelyah.nodrog Home -> Services -> Service Level Agreements tab -> edit/click the SLA -> click on Service Level to display targets on the right-hand side -> edit/click on Response or Resolution -> click on "Add Escalation Event" Link to comment Share on other sites More sharing options...
yelyah.nodrog Posted November 21, 2017 Author Share Posted November 21, 2017 Hey Victor, Thanks for getting back to me, unfortunately when I look in this option it only gives me the option to escalate to the owner or owners manager... what we really need to a way to send this to a agreed distribution list, is there a way I can do this? I cant seem to see a option? Hayley. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 21, 2017 Share Posted November 21, 2017 @yelyah.nodrog Hayley At the moment I do not think this is possible but is something we would use as well. Cheers Martyn 1 Link to comment Share on other sites More sharing options...
Victor Posted November 21, 2017 Share Posted November 21, 2017 @yelyah.nodrog I can confirm the above posted by Martyn. Currently, you can only set reminders for owner or owner's manager. Link to comment Share on other sites More sharing options...
yelyah.nodrog Posted November 21, 2017 Author Share Posted November 21, 2017 Can I please request it as a possible enhancement then?, as at the moment it is only emailing to a single person (the call owner) or the call owners manager, this really is creating a single point of failure, as if the manager isn't in, no one knows it has breached? Link to comment Share on other sites More sharing options...
Victor Posted November 21, 2017 Share Posted November 21, 2017 @yelyah.nodrog 11 minutes ago, yelyah.nodrog said: Can I please request it as a possible enhancement then? this is something @James Ainsworth or @Steven Boardman can advise on... Link to comment Share on other sites More sharing options...
Steve Giller Posted November 21, 2017 Share Posted November 21, 2017 20 minutes ago, yelyah.nodrog said: Can I please request it as a possible enhancement then?, as at the moment it is only emailing to a single person (the call owner) or the call owners manager, this really is creating a single point of failure, as if the manager isn't in, no one knows it has breached? You should be able to easily create a breach board, that way anyone it's shared to can see what calls are breached. No need to go rummaging around in your emails and risking missing it. 1 Link to comment Share on other sites More sharing options...
Steven Boardman Posted November 21, 2017 Share Posted November 21, 2017 @yelyah.nodrog we do have a change story for adding more email options but it is not currently scheduled. I have added you as an interested party to this, and as this progresses and is scheduled we will post back on this thread. In the meantime as @DeadMeatGF suggests the breach boards are a great way via the escalation actions to have wider visibility of those tickets which are approaching, and ultimately have breached their targets. The boards can be shared with a wider audience so hopefully gives you something to consider? Link to comment Share on other sites More sharing options...
David_Wilson Posted December 8, 2017 Share Posted December 8, 2017 I would really like this feature to be implemented. We have key business users who want to be alerted via email should one of their service incidents reach a breach point Link to comment Share on other sites More sharing options...
Steven Boardman Posted January 8, 2018 Share Posted January 8, 2018 @David_Wilson @Martyn Houghton @DeadMeatGF @yelyah.nodrog Just a quick update to let you know in the next Service Manager update (due in the next couple of weeks) we have added a couple of additional email recipient options to the escalation - send reminder option * Team - All members of the defined team will receive an email reminder * Specified Recipients - Specify multiple email addresses to receive an email reminder Please keep an eye out for the release notes on the next update Steve 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 8, 2018 Share Posted January 8, 2018 @Steven Boardman Thanks for the update. In terms of the Team, is that defined when setting up the escalaton aciton or does it inherit this from the team the requests in question is currently assigned too? Cheers Martyn Link to comment Share on other sites More sharing options...
Steven Boardman Posted January 8, 2018 Share Posted January 8, 2018 @Martyn Houghton the Team will be inherited based on which team the request is assigned to at the point the escalation action is invoked. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 8, 2018 Share Posted January 8, 2018 @Steven Boardman Excellent. I was hoping you would say that. Cheers Martyn Link to comment Share on other sites More sharing options...
yelyah.nodrog Posted February 7, 2018 Author Share Posted February 7, 2018 So I'm trying to use the new feature to send breached emails to specific users, however when I change it to this option and add the email template etc... then come out and go back in again, it completely clears out everything I have put in? there is no option to save so am just clicking close. Am I missing something here? this is just after I have put the new information in: This is after I have closed and gone back in to check: as you can see it has reverted back to what it was before I changed it. I cannot see a save button anywhere? Link to comment Share on other sites More sharing options...
Victor Posted February 7, 2018 Share Posted February 7, 2018 @yelyah.nodrog you're trying to update a corporate SLA form its association with the service... you need to access the SLA directly, then you will be able to edit it... Link to comment Share on other sites More sharing options...
yelyah.nodrog Posted February 7, 2018 Author Share Posted February 7, 2018 Gah! Thanks Victor! 1 Link to comment Share on other sites More sharing options...
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