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Remedy Service Desk Application
Remedy ITSM Foundation
All version of ITSM
When an incident is assigned to a Support Group , As per the OOB functionality email should be sent to all members of the group.
Support Group notification is configured here:
As per the "NTE:CFG-Notification Events" From ,when we modified the below record then Email was sent to all members.
Notification Event Type = System Default
Module Name = Incident
Notification Event = Assignment
Remedy Notification Method = (None, Alert or Email)
Group notification was working because of the below configuration in the CTM:Support Group Form.
- Configure Group Email DL in Group Notification Settings
- Disable Group Notifications set to No.
This is as designed behavior. If you add a group email address on the Support Group tab (Group Notification settings tab on the right side) of the 'Support Group' form you will have a different behavior.
If you remove the email address from Group Notification settings tab, Support Group members will reveive notifications again.