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

    Notifying the 'is Supervisor' analysts


      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,