Is it possible to generate emails to different Groups/Roles within different Customer Contacts for different types of Incident, eg all Incidents for a particular Customer generate emails to 'IT Staff' within the Customer whereas Priority 1 and 2 Incidents also generate emails to 'IT Manager' within the Customer? I guess this is Process-based rather than Response Level based.
1 of 1 people found this helpful
Sure, assuming you've got the Administrative infrastructure in place then a bunch of clever conditions and reminders in your process could certainly achieve this.
Thanks for that - I'll worry about the actual means if it comes to fruition.