Call Routing on Logging
Supportworks may be configured to send out an email to an analyst whenever a call is assigned to that particular analyst or when the call is assigned to a group all analysts that belong to that group will receive an email notification.
To enable this please go to File > Manage Settings > General settings > System Settings tab > in the filter please select "SERVICEDESK" > double-click on "SERVICEDESK.NOTIFICATION.ASSIGHN.ENABLED" and set that to TRUE > save Changes
Please note that the analysts must have an email address set-up in their analyst properties tab.
Also please note that the if an analyst is raising a call and assigns that call to himself, then he will not receive an email notification.