Modifying Assignment Group Email


When and incident is assigned to an Assignment Group, all Operators currently get an email stating that a new Incident is assigned to the group.  Is there a way to have the email go to specific mailbox instead of all operators in the group?

  • I think you are using a rulesets. If yes, there should be a ruleset there that is firing an email to all members of assignment group.

    1. That is a best practice and we have it, when assigning to a group with NULL assignee. members will get notified. But if you have  value in Assignee - he will only be the one to get notified.

    2. You may want to disable that ruleset firing to group members and modify it to fire to one user only(with one mailbox). Just like Service Desk mailbox.