4 Replies Latest reply on Jun 14, 2017 10:52 AM by gramsay

    Notifying the 'is Supervisor' analysts

    Rookie

      Hi this may be simple but I can't locate the 'Is Supervisor' value when attempting to notify the teamleads of support groups for 90% SLAs.

       

      When adding an analyst to a support group, I have ticked 'Is Supervisor' for the team lead of each support group.

       

      However, I am trying to email notify these team leads in addition to the current assignment user when an SLA reaches 90%.

       

      In the SLA notifcations I have tried to add a runtime value for the control but cannot seem to locate the 'Is Supervisor' value for the support group (see screenshot).

       

      Should I be trying to achieve this a different way?

       

      Any suggestions welcome.

       

      Kind regards,


      Eamonn