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Object Contacts - SLA's

Question asked by JasonLLM on Dec 28, 2016
Latest reply on Dec 28, 2016 by Jon_Israel



Let's picture i have an SLA of 2 hours for a case:


1. In the first hour i'll like to notify all the members of the group related to that ticket.
2. In the second hour i'll like only to notify the group manager of the related ticket.

My problem is that the group manager, of course, it's in the group and he'll receive the first notification and i don't want that... there's a way i can set an exception to that person in the first notification?