Define supervisors for each technician to whom SLA breach alerts would be sent to

You are here:
< Back

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.

Previous Configuring the outgoing account to use for automated alerts and replies in Team Helpdesk
Next Configure Team Helpdesk to allow additional information to be inputted to the new case before it sends out the auto alerts