We changed how the Incident Tracker notifies people about new cases. With the recent spate of refund appeals, we realized the need to be more selective than simply spamming all the higherups (Meredith, Martha, Sheila et al.).
Now, when you add a new case, you will choose who gets an email. After filling out details about the case, the following screen will prompt you to notify the need-to-knows. Select the appropriate people and click "Send Notification."