In Team Helpdesk, by default, the manager can define a global set of supervisors who would received automatic alerts of SLA breach on all the cases. However, the manager can also define supervisors for each technician so that when a SLA breach occurs, only these supervisors associated with that technician are notified. Under Team Helpdesk Manager > Service Levels panel > Supervisors tab, two options are provided:
a) Use Supervisors specific for each technician
b) Common Supervisors for all technicians
When option A is chosen, you can define the supervisors for each technician (in last column)
When option B is chosen (default setting), you can define one single list of supervisors common to all technicians underTeam Helpdesk Manager > Service Level > Supervisors tab.