Feature Request - SLA Escalation

[turturis]

As the title and description explain....

If a Service Level Agreement has not been met, meaning the time has expired and we are now operating in SLA Overtime, it would be beneficial if an assigned/designated supervisor is notified via email.

Additionally, and in the same spirit, it would be beneficial if the supervisor and assigned agent could be notified at a designated time prior to the SLA expiration. This would serve as an alert that failure to meet an SLA is pending. is this case, actions can be taken to realign resources if deemed necessary in order to meet the SLA.

[Susan_A · Accepted solution]

Within the web console, you could create a filter for SLA overtime tickets. To be notified via email of tickets whose SLA is expired or about to expire, you could create an SLA report under Reports\Create New Report and have that sent via email on a scheduled basis by following these instructions. Our report builder is a standard SQL editor and SLA data can be found in the htblticket database table, e.g. in the fields htblticket.slainitial and htblticket.slaresolved.