Assignment Group Hop Notification

[Ibaa_Shoheb]

Hello,

Basically, when an Incident Reassignment count reaches to 4 and the 4th group will be either Global Desktop Support or Global Service Desk then a notification should get triggered to DL with the update of 4th assignment.

Note: Even if the Incident gets assigned 4th, 5th or 8th etc (Greater than 4) to these groups it should trigger notification.

How this can be achieved?

Regards,

Shoheb Shaikh

[Ian Mildon · Accepted solution]

I did create something similar, but with the reassignment count of 5 or greater.

To do this I created an email notification with the following AND conditions:

• Reassignment count greater than or is 5
• Assignment group changes

The notification was then set to be sent to the Assignment group.Team Manager (dot-walked in the Users/Groups in fields). I then crafted the message html to the required content.

I did also have an email script embedded in the message that queried the task_sla table and returned the sla breach status ie. had it breached or if not, when would it breach.

[Ibaa_Shoheb]

Hi Ian,

I will give this a try. 

Is it possible to achieve this via BR? 

Regards,

Shoheb

[Ian Mildon]

You can trigger email notifications from Business rules by triggering an event, which in turn sends the notification.

[Ibaa_Shoheb]

Hello Ian,

I was able to create a notification and send it to a DL. Thanks.

However, if I want to display the Sequence of the Assignment Groups to which the assignment has happened on the email body, how this can be achieved? 

Regards,

Shoheb Shaikh