Let's picture i have an SLA of 2 hours for a case:
1. In the first hour i'll like to notify all the members of the group related to that ticket.2. In the second hour i'll like only to notify the group manager of the related ticket.
My problem is that the group manager, of course, it's in the group and he'll receive the first notification and i don't want that... there's a way i can set an exception to that person in the first notification?
Unfortunately there is no way to put an exception in to not notify that person. There just isnt any functionality in place to do that. It may be able to be done using spelcode, but its not something we are familiar with as it falls outside the scope of support. There may be other folks out here on the community that may have come across a similar situation and may be willing to share their experience with you.