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Configure Notifications for Queues

Tyler_Russell

Tyler_Russell Customer IT Monkey ✭

April 4 in Notify Analyst

Hello - sorry if this is the wrong place. I'm looking to configure notification settings for one of our three queues and I'm a bit lost. We would like an analyst to receive notifications for all submitted tickets so he can assign them to his underlings and when a ticket is assigned to them - notify them. I have not used Cireson products before. Where would I navigate to perform this action? Thank you in advanced!

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Konstantin_Slavin-Bo Customer Ninja IT Monkey ✭✭✭✭

April 9

Please note the difference between Tier Queues and Queues. But the Cireson product for this is Notify Analyst, also available as free version:
https://kb.cireson.com/article/install-notify-analyst/1

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Geoff_Ross Cireson Consultant O.G.

April 9

Hi Tyler,

Probably a combination of an SCSM Subscription and Cireson Notify Analyst.
An SCSM Subscription (Console —> Administration —> Notifications —> Subscriptions) configured to email specified individual when a IR / SR's Support Group changes from "not equals Support Group X" to "equals Support Group X".

Cireson Notify Analyst (Console —> Settings —> Cireson Notify Analyst Settings) configured to email the assigned user when a IR / SR is assigned.

Geoff

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