Queue-based notifications for all agents

Summary: Queue-based notifications for all agents

Content (please ensure you mask any confidential information):

Hello,

we are currently using Oracle HCM Help Desk and would like to request a clarification regarding notifications behaviour.

Specifically, we would like to understand whether it is possible in standard to send a notification (email and/or bell notification) to all agents belonging to a specific queue when a Service Request is created or routed to that queue.

Our requirement is:

• notifications sent to all members of the queue
• without using specific email addresses
• leveraging the queue itself (queue/tag) or an equivalent standard mechanism