Automatically assign all tickets to a Support Group?

Automatically assign all tickets to a Support Group?

Hi,

We are setting up SDP and will have 2 or 3 support groups (Level 1, Level 2, etc).  We only have 1 email address that comes into SDP (ITSUpport@...) and we want all tickets to get assigned to the Level 1 group by default and to have an email go to the Level 1 people when that happens.

The only way we want a ticket to go to the Level 2 group is if a Level 1 person manually assigns it to that group in which case we then want the Level 2 group members to get an email.

I see things about adding a group email ID to the setup page but don't know exactly what I put in there since we only have the 1 email address and don't want tickets to get auto assigned to the Level 2 group.

What's the best way to set that up?

Also, How do Group Notifications work in general?  There is a checkboxes under the Group Technicians that says:
Send notification to group technicians when a new request is added to this group.

This makes it sound like all the technicians in that particular group will get an email.  And that's what I want it to do.  However, when I check that box, it then makes me manually pick the technicians off a list.  I just want it to go to whoever is in that group.  If I add someone to the group then it appears I have to manually also add them to get the notifications which is redundant.
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