Email and Text/SMS notifications
In my previous companies, Service Manager drove notifications and escalations.
Example: An issue is reported. That issue was given a priorty based on severity and assigned to the appropriate work group.
The ticket management system would then page out the primary oncall for that work group with the Ticket Title and severity.
If the ticket was not acknowledge within X minutes, the system would send a second notice.
If the ticket was still not acknowledged after X minutes, the primary and secondary oncall would be notified and finally the manager.
We could schedule out on-call rotations and notifications rules based on severity.
Is this something Cireson can or does support?