SLA Workflow - Notify Assignment Group Manager

[Dimitrios Hatzi]

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:

1. A ticket gets created and auto-assigned based on the inbound action to a specific assignment group.
2. 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. 
3. 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.

[Dimitrios Hatzi]

Hi James. I am looking to email the group manager and not the individual's manager. The logic behind this is that tickets are assigned to a queue and someone triages them. If they do not get triaged, then the group manager receives a notification about that. Please check my response above to Harish's comment. Thank you.

[James Chun]

Hey @Dimitrios Hatzi,

Apologies, I must have misread the initial question.

Try the script below:

(function() {
	if (!current.task.assignment_group.manager.nil())
		return current.task.assignment_group.manager + "";
	return "";
}());

And yes, it's that easy 🙂

Cheers