Service Manager 2012 notifying all users in a support group, notifying the Agents manager. RRS feed

  • Question

  • This is great in theory but you really can't do as much as you think without customization.  I read somewhere that you could notify the support agent's line manager when a ticket is escalated but you can't simply setup a workflow to notify the agent's manager even though the informantion is in the agents CI.

    Also, there is no easy way to notify a group of users without creating AD groups or choosing them individually using a Notification Subscription.

    Am I missing something here?

    Monday, April 29, 2013 9:14 PM

All replies

  • Hi,

    There doesn't seem to be any way to do this.

    But you can do it easily with Orchestrator : http://technet.microsoft.com/fr-fr/library/hh553476.aspx

    Best Regards Rémy BOVI

    • Proposed as answer by BOVI Rémy Tuesday, April 30, 2013 2:38 PM
    Tuesday, April 30, 2013 2:38 PM
  • Not easily.  I can create individual Subscriptions for each Support Group and add all the users for that Support Group but I have 238 support groups, not fun.
    Tuesday, April 30, 2013 3:34 PM
  • Waoouuu ! 238 support groups !

    Do you have AD groups that represent this organization?

    If not ... godd luck 

    Best Regards Rémy BOVI

    Tuesday, April 30, 2013 3:42 PM
  • They do not have AD groups for this.  Their AD is a mess.
    Tuesday, April 30, 2013 4:05 PM
  • so as Rémy  mentioned, You have to use Orchestrator  to create Runbook that check for Agent Line Manager and notify him

    Mohamed Fawzi | http://fawzi.wordpress.com

    Friday, May 3, 2013 9:37 PM