Recently emailed to our tech support...

Morning.  I had a quick question that's been raised and I cannot find the solution within the help section of HMP.

 

We've got a simple email template setup so that the staff member is notified when he gets a new job DIRECTLY to his Q.  This works flawlessly.

 

If however a new call is assigned to a skillgroup (rather than an

individual) is the program able to email both members with a notification?  At the moment you can see it in the unassigned Q and you receive a blue coloured pup-up in the job monitor (from the bottom right of screen), but a question was asked if HMP was able to send an email notification in addition to the above.

Answer

Yes, HelpMaster Pro is able to send email to each member of the skillgroup, provided that it is configured to do so.  The way to do this is to create an action template for each skillgroup that you have.  Each of these templates will specifically assign the job to a skillgroup.  Check the "Other" checkbox in the email section of the action template and then type the email address of each staff member in the corresponding text box.  You can also use an Exchange / Outlook group name if you wish.

Another thing to consider is that each skillgroup has a nominated skillgroup supervisor as configured using the System Administration > Skillgroup screen.  This person will be emailed if the "Current Assignee" checkbox is checked on the Action screen that re-assigned the job.  The email address that is used will be the email address specified in that person's details.  If multiple email addresses are used for this person, then an email will go to each recipient.

Hope this helps,

Rod