- Automated assignment for incident
Network Group manager wants to automate assigning tasks to members of the group. When a new incident is assigned to this group and it is not assigned to anyone, a configuration/script will assign it in a round robin assignment to the member.
Note: Assign 10 members to the group.
For the SLA of the incident:
- Auto-Notifications should be sent out by the tool for:
- Tickets nearing SLA breach 70%.
- Tickets that breached the SLA 100%.
- Recipient of the notices should be the assigned support team.
- Content:
- Subject: (incident number) has breached (%) of the agreed Resolution SLA
- Body:
The incident (number) has breached (%) of the agreed Resolution SLA
Click here to view the incident: (link)
Short Description:
Description:
Thanks,
IT Support
