1 Reply Latest reply on Sep 28, 2010 4:07 PM by dmshimself

    Notifications to a certain role when notes added/resolved for certain response levels

    Rookie

      Hi,

       

      We have several response levels with notifications being sent out (to roles etc) at relevant points but I need to alert senior managers when an incident with a Priority 1 response level has call notes added and/or is resolved.  Does anyone know if this is possible and if so how?? 

       

      Any help greatly appreciated.

       

      Thanks

      Jak

        • 1. Re: Notifications to a certain role when notes added/resolved for certain response levels
          ITSMMVPGroup

          As with a lot of things in LDSD a bit of process design should be able to do this.  If you are using a fairly modern incident process, each time a note is added, you should see some reminders being sent out notifying people.  You would hook into this with an extra condition that you will need to create that looks at the response level and then adds a reminder to notify the senior managers, using perhaps a role where these managers are kept.

           

          Similarly with the resolution in the process, hook into that and send a message telling this role they can all relax!