Notify a support group with comment update - when IR / SR unassigned
The notify analyst setting is a great tool for notifying the assigned analyst when there is a comment update. However in our way of working, the IR's / SR's are not assigned to an analyst but just the support group. If a comment update is added while the IR/SR is unassigned nobody gets the update. Our Service Desk Manager has asked if there is a way to notify the support group team members of the comment update if the IR/SR is un-assigned. Before I start looking at a runbook to perform this task was wondering if anyone else has looked at this or has need for this type of process?
Kind regards
Eugene
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