Add function to email or SMS non-technicians in Business Rules
It would be extremely helpful to be able to trigger a notification to a non-technician for very specific Managerial type events. For example we have a Business rule set to trigger based on a keyword "urgent" or "critical" and it should send us an SMS message and email our manager for off hours issues. This weekend another department tried to create an urgent incident and we were not alerted by SDP. I'd like to be able to trigger a "confirmation" that the technicians really were alerted, so that department's director knows someone is looking into their issue. As it sits right now I would have to add her as a technician just for this purpose, which seems wasteful and will complicate her interface in the portal unnecessarily.