is there an option in CASDM to link outlook to send automated emails to specific group owners with an alert to check the pending or aging tickets in their queue
Not sure I fully understand your needs here but SDM provide functionality to notify group/assignee or any others based on Service type elapsed time.
Hope this help
Hi Sivaprasad, out of the box there is no notification set up for that, however, you could use SLAs on tickets which you can configure to send a notification if a certain amount of time has elapsed since the ticket was open.
For info about using SLAs please see this section of the documentation wiki site:
How to Configure SLAs - CA Service Management - 14.1 - CA Technologies Documentation
Thank you for your reply
I work with Process Management team and we take care of Incidents and requests. on daily basis we take report from CASDM using excel and send manual notification to group owners about not updated or pending tickets in their group. Individually setting up SLA for each ticket will not be possible in this scenario. Hence I wanted to know if there is any option in CASDM to set timely auto notification to all tickets depending on their status to its owners
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