Notifications, alerts or reminders on Internal Conversations

Summary:

Our client requires service requests to be managed in a tier type system:

Tier 1 = Agent (not necessarily a HR employee)

Tier 2 = SME e.g. payroll/finance employee, talent, learning, etc.

Tier 3 = Specialist

We are trying to solve a multitude of items on the above:

1. At Tier 2 and Tier 3, how can a outstanding response notification be sent to the representee of Tier 2 or Tier 1. We've identified that Tasks has the functionality to set due dates, status, assign multiple resources. Are Tasks the best functionality available to perform these requirements.

2. Can a Groovy Script be written to notify the resources they are assigned to the task, reminder to action task and notification to resources when Task is closed.