Definition: The group set as the default group to receive notifications. This setting is on submodule level of each template, wich means it can be different for each template and submodule. Default groups can be found in the submodules Ticketing Notifications (article), Ticketing Fleet Management (article), Video Sessions Notifications, and Task Notifications (article).
Configuration:
- By default, the Default Group is the group at the top of the list (this is the system default setting) (picture).
- Users can manually select a different default group if desired (picture).
Purpose:
- Without Ticket/Video Session Creation Flows:
- The Default Group is the only group notified about new tickets/video sessions.
- With Ticket/Video Session Creation Flows:
- Serves as the fallback group for ticket/Video session creation flows where no specific responsible group has been defined (picture).
Key Benefits:
- Ensures that notifications for service requests are not missed, even in cases where Smart Routing settings are incomplete or undefined.
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