Hello everyone,
Hopefully, this is an easy question that I require help with.
I have a workflow associated with an SLA. It is pretty simple actually. The scenario is as follows:
- A ticket gets created and auto-assigned based on the inbound action to a specific assignment group.
- Based on the assignment group, a response SLA starts - in my case, the triage team has an hour to assign the ticket to an individual in that group.
- I would like to notify the manager of the group when an incident has not been triaged/assigned.
What needs to be scripted in the Parameter 1 box to accomplish this? Right now, the code in my attached image is set to the manager of the assignee. I tried to switch it to current.task.assignment_group.manager but it was too easy to be true.
Any pointers/helps would be greatly appreciated.
D.
Hello Harish.
Thank you for your reply.
Will this code fire an email to the manager of the group that is assigned to or the manager of the individual? Remember, the incident is only dropped to the queue and not assigned to an individual. If the response SLA breaches, the group manager should be emailed with the breach.
The individual in the assignment group may have different managers reporting to. I want the Group manager (above image) to be notified when a response breach happens.
Can you please confirm.
Thank you in advance.
To be more specific, if the ticket is assigned to a group and the ticket has not been triaged to an individual, I want the manager of that group to be notified.
