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Martyn Houghton

SLA Escalation Actions - Reminder destination

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Along similar lines to @yelyah.nodrog , would it be possible to add the ability to send the reminder to the  'Team' the request is assigned too and also 'Members'  linked to the request. 

I could also see a need in the future to be able to send the reminder to all 'Supporting Teams', but that would not be applicable to ourselves until there is the ability to add read-only supporting teams so they can view the requests but not action them, which would need to be excluded from the reminder.

Cheers

Martyn

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Hi Martyn,

We do have a change in our backlog for improving the email notification option for the escalations.  This change has a fair amount of interest so there is a good possibility this will be looked at soon.  We will keep this post updated as the change progresses.

Regards,

James

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@James Ainsworth

We now have the Team option in terms of an email destination for escalation notification, but with use trying to minimise email and traffice outside the the tool itself, it would be good to have the option to send a notifications to the assigned 'Team' as well as part of the escalation actions.

Cheers

Martyn

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Hi @Martyn Houghton

The work has been completed for this requirement.  You may see this as early as next week in a Service Manager update.  Keep an eye open for the release notes.

Regards,

James

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This is now available as of Service Manager build 1480.

When defining escalation actions against the Service Level Targets, a new option for configuring notifications has been added.  This lets you define notifications for the Owner, Owner's Manager, Team, or you can specify selected individuals to receive a notification.  

 

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Hope this helps.

Regards,

James

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