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Lyonel

Service Level email notifications setup

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Hi,

Quick question: is it possible to hard code a contact when a certain condition is met with service levels? At the moment, it seems we can only pick the request's owner or its manager.

service-level.png

In our case, this is a major problem for response SLA because the request rarely assigned to a person when it breaches (or is about to). Any ideas? Can I hard code the name in the database directly?

Thanks,

Lyonel

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Pretty sure is not possible as the flowcode will look for these variables (i.e. "owner", "owner manger") and translate them into values. Current code would not know to handle a value (such as an email address) directly...

 

However quite a valid point and a useful addition to this area, we could use this as well in our support process ;) 

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Thanks @Victor for the response. Any chance you could raise it to the product owner?

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I mentioned them in our internal conversation, they should also post some feedback here.

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Hi Lyonel,

Thanks for your post.  I believe that you may have spoken with one of our Product Specialist in December regarding this.  Just to let you know, we did raise a change proposal as a result and have you listed on that change.  We will keep you posted on the progress.

Regards,

James

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Hi @Lyonel

I was just reviewing this post and I wanted to make sure that you were aware that the requirements mentioned here have been provide.  image.png

Your original requirement was to be able to hard code a particular recipient.  This can be done by selecting the Specified Recipients  option and entering a specific user to send an email notification to.

Regards,

James

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