1 Reply Latest reply on Sep 17, 2019 3:40 AM by Ravi Dubey

    Remedy On Demand - Worklog Update - Notify Assigned Group Supervisor/Manager

    Kyle Kroeker
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      We currently have customization's in place that provide a notification to the Assignee upon a Worklog update by a user other than the Asignee.

      Our Service Desk receive regular calls regarding the status of Incidents, which trigger an internal manual escalation process.

      When these calls are received the Analyst enters a Worklog update in the Incident using the Worklog Type "Escalate"

      Does anyone have any advice on how to build a customization that would trigger a notification to the designated 'supervisor' or 'manager' for the Assigned Group when the Worklog type "Escalate" is used?

      Or if there is a better approach to this.


      We are currently running 8.1 SP2