Hello everyone,
I have a JSM project with ~10 organizaztions as customers; when it was set up the company decided to go with a single portal for all customers and then added 24x7 support for a few of them.
The problem I have right now is that if by chance happens that a user of an organization that doesn't have 24x7 support opens an incident during off-hours, the alert is still triggered and a phone call comes in.
I can't find a place in JSM project setting or the alerts screen to set under what condition a phone call is triggered (also I noticed that alerts don't have the customer name, but it is present on the ticket in JSM).
Someone can provide some guidance in how to achieve this or if is even possible at all?
