Service Management SLA's on priorities

[Vanessa Becker]

Hi guys!

How do you set SLA's and escalation emails on Priorities in Service Management on your portal request types?

Example - my Priority fields is Low, Medium, High and Critical and will be completed by my customer.

Critical needs to be resolved within an hour or it must be escalated to Mr B via email.

How do you set this us?

Thanks

[David Ashlock]

Project Automations can do that -- if you have the SLA already defined, the Project Automations have a trigger that can perform an action to email Mr B if the SLA isn't completed.

[David Ashlock]

Also, if your SLAs already use Priority fields to determine the appropriate resolution times, this is simple.  If not, you can use if then logic in the Project Automation to handle it.

[Rich Wolverton]

Good documentation at JSM SLA Documentation