We need to set P1 call initial email notification to be sent Group of email id’s and SLA expire pre email notification to be sent Group of email id’s in stage by stage
Hello, You can run your initial notification off the INITIAL Activity Notification, but it might be better to do these both in a Service Type. I presume that you know how to create a Service Type and associate it with Priority 1? Add a service type event with a short delay (e.g. 00:00:01), add a suitable Condition (e.g. Priority 1, Type is Incident and Active is 1) and make it launch a Multiple Notification macro (you might want to create a new one). If the group of email id's actually belong to contacts in a Group, open the 'Contacts' tab on the Multiple Notification macro and add the group using the 'Update Contacts' button. If the group of individual email id's are not associated with contact records in SDM, then you have a few options: 1. Create a contact record for each email address and add them all to a Group - then use the Group in the notification; 2. Create a contact record for each email address and add them individually to the notification macro; 3. Create a distribution list (dlist) in Exchange (or the equivalent on whatever email platform you're using), add all these emails to the dlist and put the email address for the dlist in a dummy contact record (it could be a dummy group or a dummy contact, it doesn't matter). Then add the dummy contact to the 'Contacts' tab on the Multiple Notification macro. Your next Service Type event should launch at a suitable delay before the SLA expiry. For a 4 hour SLA I would usually notify at a delay of 3h 30m (03:30:00). Create a new Multiple Notification macro (you will probably want to use a different message template). Add the same condition to the event (Priority 1, Incident, Active). Use the same process as above to add the email addresses to the notification. I hope that helps! Regards, James
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