Proces Designer for HelpDesk - automatically create an incident task after escalation?
I just installed ServiceManager 9.34 with Proces Designer. I enabled helpdesk. I can see you can configure a lot with rule sets. I didn't see a rule set to automatically create a task and assign it to an assignment group. Does anyone has experience with this? Is it possible without customization?
Reason behind it is that we have a 'service responsable team' for each business line. They should get the incident assigned, so they can monitor the incidents and can take appropriate actions when the SLA is (almost) breached. We don't want the SRT-s to create a task to the assignment group of the CI which is involved in the incident. We want it to be assigned automatically.