Send incidents to multiple users simultaneously.

Answer

Following are the steps to assign all new incidents automatically for a specific Person Group and to let all incident analysts see the queued incidents for any group they belong to:

Assign all new incidents automatically for a specific Person Group:

To achieve this requirement we can use an Escalation to perform an Action frequently. After the steps bellow, all new incident will be automatically assigned to the Person Group defined in <your Person Group> below. Note that this action happens after the escalation interval.

As maxadmin, do the following steps:

1 - Create an Action to change the ownergroup field of a Incident
1.1 - Go to -> System Configuration -> Platform Configuration -> Actions
1.2 - Create a new Action with the following values:
Action: INC_TO_GROUP
Object: INCIDENT
Type: Set Value
Value: '<your Person Group>'
Parameter/Attribute: OWNERGROUP
Accessible From: ALL
1.3 - Save the new Action
2 - Create an Escalation to perform the action created in the first step for every NEW incident
2.1- Go to -> System Configuration -> Platform Configuration -> Escalations
2.2- Create a new Escalation with the following values:
Escalation: INC_TO_GROUP
Applies To: INCIDENT
Condition: status = (select distinct value from synonymdomain where maxvalue = ('NEW'))
Schedule: as you prefer, for example, every 30 minutes
2.3- Create a new Escalation Point for the new Escalation (Just press 'New Row' for section 'Escalation Point', do not change any field)
2.4- Insert the Action you created (called INC_TO_GROUP) in the section 'Actions'
2.5- Save the new Escalation
2.6- Activate this new Escalation using 'Select Action' drop-down menu
2.7- Wait this escalation run at least once (you can verify that in 'Last Run Time' field)
2.8- Verify if all new Incidents were assigned to the Person Group you selected automatically (Note that once it is done, their state is updated to 'QUEUED')

Let all incident analysts see the queued incidents for any group they belong to:

To achieve this requirement we need to create a new Result Set portlet. After these steps all users related to 'PMINCANAL' Security Group will have a new portlet in his Start Center showing all queued incidents assigned to any of their Person Group.

As maxadmin, do the following steps:

1 - Create a Query
1.1 - Go to Incident application
1.2 - Using the filter show only the incidents whose state is QUEUED
1.3 - Save the Query (pressing 'Save Query') with the name 'INC_TO_GROUP' and checking the check-box called 'Public'
1.4 - Click on the orange arrow next to 'Save Query' and select 'View/Manage Queries'
1.5 - Change the 'Clause' field of the query 'INC_TO_GROUP' to the following value:
status=(select distinct value from synonymdomain where maxvalue=('QUEUED')) and ownergroup in (select PERSONGROUP from PERSONGROUPVIEW where (PERSONID=:USER))
1.6 - Press 'Ok'
2 - Create a Result Set Portlet for PMINCANAL Start Center template
2.1 - Go to Start Center
2.2 - Click on 'Modify Existing Template'
2.3 - Select 'Template-PMINCANAL'
2.4 - Create a new Result Set Portlet
2.4.1 - Click on 'Change Content/Layout'
2.4.2 - On 'Right Column' section, press 'Select Content'
2.4.3 - Select 'Result Set'
2.4.4 - Change the 'Display Name' of the new portlet to something like 'Queued incidents assigned to my groups'
2.4.5 - Press 'Finished'
2.5 - Set to the new Portlet the Query 'INC_TO_GROUP' and select the columns you prefer
2.6 - Press 'Save Template' in 'Start Center'