Hi,
Can anyone advise us on how to go about a new requirement for SolMan 7.1 to trigger auto e-mails to several auto determined recipients (based on the categorization schemas) depending on the ticket priority (high, medium, low) and time elapsed? This seems to be similar to the SLA escalations but in a slightly different perspective since the recipients vary depending on the time of the notification and the schedule of the notifications vary depending on the priority. Pls. help.
Regards,
Theresa