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Is it possible to set up a Notification based on the Affected End User's special handling status?

Question asked by RichFTB on Jul 16, 2018
Latest reply on Jul 24, 2018 by Paul_Coccimiglio

I am trying to set up an event that will trigger a separate notification to go to the help desk superiors every time an incident or request is opened with a VIP (or other special handling) as the affected end user.  I understand the portion of setting up the macro that will get the message to the right people but am having difficulty setting up the initial trigger that checks for the VIP status.

 

I did see this post but we do not have a group for VIPs:

https://communities.ca.com/message/241863210?commentID=241863210#comment-241863210

 

We are currently running 14.1 but plan on upgrading to 17.1 within the next few months.

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