I would say that this would better be handled by user training. Just train the agents to assign to the group first and save, then assign to the individual and save. The other thing would be to improve the day to day workflow of the agents so that they all regularly check for assigned tickets. In this case you would have to make sure that agents are marked unavailable if they are on leave (for example) so that tickets can't be assigned to them by mistake.
My thought is that the breakdown in the business process should be resolved on that side rather than by introducing new code. -Rick ___________________________ Rick Westbrock QMX Support Services From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Tuesday, June 11, 2013 2:42 AM To: arslist@ARSLIST.ORG Subject: Re: Group notification stopped for Incident ** You can try handling this by setting up auto assignment rules and not have the help desk assign at all. You can also put in an active link that says something like: if the Owner Assigned Group = Helpdesk, and Assigned Group is not null and does not equal Helpdesk and assignee is not null, then throw a message on submit. Sent from my iPhone On Jun 11, 2013, at 3:55 AM, Govind M <govind....@wipro.com<mailto:govind....@wipro.com>> wrote: ** The business case is like, Our help desk guys assigning incidents to an individual directly sometimes. If the particular support staff is not aware / not having a check in IM console often, it left unanswered sometimes rather immediately where customer expects to do so. In such cases, if it gets notified to entire group, the other sup. Staff would answer soon. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Tuesday, June 11, 2013 1:10 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Group notification stopped for Incident ** There is a way to "trick" the system into doing this but it adds an administration overhead. You can create a dummy people record and put that record in the support group. Then, you can put the email address as the address of an email distribution list that has the members of that support group. Now, when you assign the incident to that dummy user, the entire group gets the email. This is not very efficient or that useful in my opinion unless you wanted to notify people in the distro list that were not in the support group. If I may ask, what's the business case for wanting the feature you are asking about? Sent from my iPhone On Jun 11, 2013, at 3:27 AM, Govind M <govind....@wipro.com<mailto:govind....@wipro.com>> wrote: ** Tauf, As you said, it is triggering directly to assignee when direct assignment happens. To get group notification, incident has to be saved with group assignment first. Post to individual, would trigger direct to assignee. Is there any OOB feature to get both at same time, when incident assigned to an assignee. Regards, Govind From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Monday, June 10, 2013 4:43 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Group notification stopped for Incident ** Out of the box, if you directly assign to an assignee, I'm pretty sure the notification only goes to the individual. Sent from my iPhone On Jun 10, 2013, at 6:11 AM, Govind M <govind....@wipro.com<mailto:govind....@wipro.com>> wrote: ** Few days back, we have observed that whenever an incident assigned to an assignee, it is triggering only the assignee notification for incident assigned. But, earlier it would trigger two notification mails. One for Group assignment and other for individual assignee. I have checked the notification preference in people profile. It was configured for Group notification as well. Surely, I have missed something to check.. any suggestions on this. We are atARS 7.1 with ITSM 7.0.03. 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