We have had many requests for teams who do not receive a high number of tickets to be emailed whenever a call or task is assigned or forwarded to them.

It would be helpful to allow admins to toggle this in the IPK/workflow group admin section, so these groups could be set to receive an email upon assignment, and other teams like the service desk who are "living in" ASM can be configured to not receive an email by default. At the moment when this option is configured, it is at the discretion of the person forwarding whether the "Email Analyst" check box is checked.

The benefit is that as we bring more and more teams into using ASM we can make sure our processes are running with as little waste as practical - teams who need an email get one, and those who don't need one don't get one.

email.png

email rule.png

Attachments Open full size