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Show Distribution List Value on Assigned menu

Received Response
edited May 8, 2015 2:40PM in General Technical Discussions 1 comment


Hi All,

I created  a distribution list for three members who don't have an Oracle RN account. I need to show the name of the distribution on the "Assigned" drop down menu, so it's available to agents for external escalations. What do I need to do in order to show the distribution list in the "Assigned" menu?

By the way, I already created a rule to forward the incident if the status is equal to "External Escalation" and the assignee is equal to the list name, then incident will be forwarded to the specified email address. My problem is the distribution list name doesn't show in the Incident.Group

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