Good morning is to request the support of how I can make the notifications of the SLA next to expire, are sent to specific users
I do not know what you used to translate it but that does not make sense at all. Maybe you can provide the untranslated version and tell us wich language it is so we can work it out by ourselves.
Good morning, I need, that the notifications of cases to be overcome, which are currently sent to the analyst by assigning are also sent to a group manager
You could leverage Administration > Events-Rules-Actions > Request SLA Alerts to send the notifications via email actions or to invoke a PAM process to send the notifications appropriately.
I would recommend taking a look at the following for some additional information:
(Optional) Configure Automated Email Alerts for SLA Warnings and Violations - CA Service Management - 14.1 - CA Technolo…
you will need to add a Service Type Event that calls the macro 'Notify Group Manager', which sends a message, incorporating the name of the condition that triggers the event, to everyone who is marked as a 'Manager' in the Group Membership list. These messages are not created from a template - as you will see when you look at the source of the macro.
Hope that helps.
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