Trigger a Notification to the Queue Owner

Here's how you trigger a notification to the queue owner:

1. Add the Owner field to the Queue pages as described in the "Add the Queue Owner to the Page Layouts for Queues" topic.

2. Define the notification preference for the Service Request object:

   1. Click Standard Objects > Service Request > Server Scripts.

      The Server Scripts Service Request page is displayed.

   2. Create an object trigger for service request escalated. For a sample Groovy script, see the "Sample Groovy Scripts for Notifications" section.

   3. In the Navigator, click Tools > Notification Preferences.

      The Notification Preferences page is displayed.

   4. Create a notification preference using the service request escalated trigger. For the Recipients option, select only Queue Owner.

3. Create a queue for associating the queue owner with a resource:

   1. On the Home page, click Service > Queues.

   2. On the Queues page, create a queue and specify a Name for the queue.

   3. From the Owner drop-down list, select a resource member.

   4. Click Save and Close.

4. On the Create or Edit Service Request page, from the Queue drop-down list, select the queue name you specified in the previous step.

5. Trigger a notification to the specified queue owner by enabling or disabling the Critical status.