Notifications Based on Support Group

Notifications Based on Support Group

In the current configuration of SD+, the type of notification is sent regardless of the support group. If we have "Acknowledge requester by e-mail when a new request is received.", SD+ will send a notification for all requests regardless of support group. We would like the availability to be able to send different notifications based on the support group.

For example, we have a Windows Support group that is used by some of our developers, and a general Support Group for all end user requests, such as needing a new PC or new software. We currently have to compromise with the verbiage of the notifications as we only have one that is sent out for everyone.

If we had the ability to send the  "Acknowledge requester by e-mail when a new request is received." (just an example, we would like to do this with all notifications) we could send different email template to the Windows Support group than the End User Support group sends.

This would also allow users to expand on the notification settings, and allow them to customize all notifications by support group, rather than only the few that can be turned on/off by support group.

Essentially, we want all the Requester and Technician notifications to have the ability to be customized for each support group as each support group may have different groups of users creating tickets, so they should have different verbiage in their notifies. (i.e., we don't want to send the same notifications to our IT employees as our end user)


Best Regards,
Evan
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