Need help in notification, how to achieve this scenario.
If a major incident remains unassigned because all agents are occupied with one major incident, an email notification will be sent to the “ABC” group. This notification must be sent only once, following validation by ServiceNow.
Through Advanced Work Assignment, tickets are being assigned to agents, and I have defined a capacity of 1 for each agent. For example, if all agents are occupied and have no remaining capacity, a notification should be triggered to the "ABC" group.
