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Reassigning incidents between groups and notification problems

Question asked by Todd Thomas on Aug 24, 2016
Latest reply on Sep 8, 2016 by Todd Thomas

This is a typical workflow:

1. An incident is created with a typical user as the Requester.

2. The incident is assigned to IT Group #1.

3. IT Group #1 reassigns it to IT Group #2.

4. IT Group #2 has questions for IT Group #1. However, IT Group #1 is no longer assigned to the incident and wouldn't receive correspondence within Samange.

 

One workaround is adding IT Group #1 into the CC field for the incident. However, then you can't use a Private Comment to ask them questions since anyone CCed acts the same as the Requester.

 

Big question- How to you route incidents between groups and still have them communicate with each other currently?

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