Desire *different* overdue ticket alert settings by department

Desire different overdue ticket alert settings by department

mfrlchris

We have two departments

We currently have Settings > Alerts and Notices > Overdue ticket enabled to be sent to Assigned Agent/Team.

Department Beta would now like OD ticket alerts to be sent to Department Members. Department Alpha would like to remain as "assigned agent/team" only.

I can see that through different SLAs I can "Disable overdue alerts notices. (Override global setting)". But I'm not seeing a way to have a different alert config.

Is this configurable through the management interface? If not, has someone coded this already?

We are running v1.17.5

Thanks!

KevinTheJedi

mfrlchris

No, currently alerts for agents globally configured. As you mentioned you can set the recipients for the alerts within the department settings but not specifically for a single alert; it's for the all the alerts within the department.

Cheers.

mfrlchris

KevinTheJedi
Thanks, Kevin!

KevinTheJedi

mfrlchris

I will say that in v2.0 we plan on adding more granular alerts, etc. for Departments, Teams, etc. so stay tuned! We don't have a set release date but a preview/RC is coming this year; we are pushing heavily for it.

Cheers.