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Make a GROUP distinct from its MEMBERS for notification/assignment purposes

There are some cases where it is sensible to conflate a group name with its members; but IMO some distinction needs to be possible.

For instance: notification emails and the "My Tickets" screen make no distinction at all; "...assigned to you..." is the phrase, and it's the same whether it's assigned to me or to my group.

A ticket assigned to "IT Service Desk" is NOT assigned to "Me". It's essentially unassigned within a group.

This distinction is very important when you're actually managing your workload.

Let's have a separate notification, mutually exclusive from "...assigned to you" which says "...assigned to your group {{group name}}".

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Comments

MitchKiah

It would be excellent if we could split the notification controls for Individual vs Group. Along the same lines, it would be great to split the notification controls for Email vs In-App. Users who are in a Group or Queue that has a high volume of incidents can be overloaded with in-app notifications.

caitken

Agreed 100%. In-app notifications are functionally useless at present due to the excess of noise.

caitken

I would love to see this idea get traction. The addition of the Queues module was beneficial, but it needs more maturing and this is a prime example.