nasimg Posted July 13, 2016 Share Posted July 13, 2016 James I've taken your advice and posted this as a separate topic I'll look at the routing rules both in Hornbill and Exchange, but fundamental I don't agree with the way Service Manager deals with team notifications. I understand the reason for having it (a ticket has no owner, a customer update needs to be seen), but it should be configurable to either: Sent to all team (and sub team members) as it currently does - I don't like this, as nobody takes ownership. And may not be relevant to the sub teams. Ticket timeline gets updated with out of office responses from analysts in the teams (which the customer may be unhappy seeing). This is a bigger problem if you have large teams. Sent to a named individual (eg. team leader or manager). This is what I would prefer - so its clear who monitoring these types of updates (for tickets with no owners). No action to be taken The out of office updates are happening as expected - they are not coming from one individual, but may start initially with the customer, but as the team notification gets emailed to the whole team, any analysts who have their OOO enabled causes the ticket to update, which in turns sends a further notification out. Its not a broadcast storm - but can be annoying if you have nothing to do with the initial team (sub team - eg. main team is infrastructure, server and network are subteams both get notified for an ownerless ticket in either subteam or main team). See previous history here 1 Link to comment Share on other sites More sharing options...
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