I think as a OOTB solution, If manager is not selected i.e. 'Request Manager' = $NULL$, system sends notification to all group.
This is generated by FILTER: It sets Notification tag: "WOI-WOI-Assignment_Manager_Group_Notification"
FILTER NAME: WOI:WOI:NTNotifyAssigneeManagerGoup
So if want to trigger this notification irrespective of manager selection, modify Run If qualification of this filter using developer studio.
You need to update qualification :
'Support Group ID' != 'DB.Support Group ID' AND 'Support Group ID' != $NULL$ AND 'Request Manager' = $NULL$
'Support Group ID' != 'DB.Support Group ID' AND 'Support Group ID' != $NULL$
It should work.
Please note this will result in Group (To All group members) as well as Individual notifications (Selected Manager).
if you removed manager's name from template, submittal notification would be sent to all members of support group, then one of them could manually take over management of that particular work order; that would necessitate more direct involvement on their part, but would also prevent assignment to managers who may be absent or too busy, but have not marked themselves as unavailable, when work order is created .
Thank you for the response! I wanted to clarify a few things..
When you state, "if you removed manager's name from template, submittal notification would be sent to all members of support group," you mean the submittal notification would be sent to all managers of the support group, correct?
Also, if the statement above is correct, doesn't BMC select a manager in round-robin fashion if the Manager name on the Work Order Template is blank (null)?
2 of 2 people found this helpful
yes, that statement is correct as long as appropriate record in WOI:CFG Rules either disables Assignment Engine Integration totally, or doesn't define process used to assign process manager (if necessary different rules could be defined per Company or per Group); in your case, it looks like Assignment Process Manager is automatically selected by Work Order Manager Assignment - Round Robin process.