We handle this by not actually emailing any INDIVIDUAL in the group, but by setting up distribution lists and adding the members to this list in AD.
For example, our first line group is:
1st line support team
1st line support team reminder
Alert Esc. 1
Alert Esc. 2
We notify 1st line support team first, then after 10 minutes 1st line support team reminder (the same people, with a team lead added), then Alert Esc 1 (Service desk managers) and finally, if all that fails, Alert Esc 2.
Some of the individuals who get these messgaes (mainly at escalation) dont even have an AC login...
that doesnt really help.
the problem isnt who gets the inital or 2nd notice - its sending the email to someone that isnt IN the distribution list to begin with. I see you get around this by having more groups in AD - not really an option here.
For example - our on-call group is:
conssting of John, Mike, Bill, and George
In Orion, I email the email@example.com group. If the alert hasnt been acknowledged in 15, I send a reminder, and so on, for an hour. If an hour has passed and no acknowledgement, I email thier boss, who is NOT in the distribution list..
see where i am headed? If I dont add the boss in the group in Alert central, I cannot escilate to him.
I suppose this needs to be a feature request - allow me to email ANYONE or any address - do not limit me to the current group im working from.
Yeah, I see your issue here and agree with your predicament. It would be a nice feature, perhaps even just being able to add an email address in raw format, without that address even needing to be attached to a user...