http://www.sysaid.com/Sysforums/posts/list/112.page JForum - http://www.jforum.net
Sequence:
ticket comes in assigned too nobody
after 15 minutes email 'IT group' to alert everybody of open ticket
after 1 hour auto assign to specific administrator

I can notify a user but I don't see the option too notify a group? Can somebody help clarify the procedure on making this work?]]> http://www.sysaid.com/Sysforums/posts/preList/7948/32802.page http://www.sysaid.com/Sysforums/posts/preList/7948/32802.page GMT
In order to notify a group, you'll need to use the action builder button located in the bottom of escalations rules page.
After clicking in action builder button please choose statement > admin group (in case It group in your system are admins).

Hope this information has been useful.

Thank you.

Ariel.
]]> http://www.sysaid.com/Sysforums/posts/preList/7948/32810.page http://www.sysaid.com/Sysforums/posts/preList/7948/32810.page GMT
Would you use the Escalation Level to implement these properly? I don't understand how they work or where they need to be applied. I guess the question is basic but the solution may be harder than I expected. I am wondering if I have to break this sequence down into 3 different rules so to speak.

Scenario:
new ticket comes in assigned too nobody
after 15 minutes email 'IT group' to alert everybody of open ticket
after 1 hour auto assign to specific administrator ]]> http://www.sysaid.com/Sysforums/posts/preList/7948/32820.page http://www.sysaid.com/Sysforums/posts/preList/7948/32820.page GMT