Acknowledgement SLA on Alerts

[Myles Boyd]

I was hoping to be able to monitor alert acknowledgements via an SLA-type structure but can't see how.

Current Setup

The event comes in creating alert in Operations

Alert creates an issue in JSM, reporter is the system.

Out of hours, on-call person is called, and when answered, the On-call agent acknowledges alert on call

In hours, by accessing the Alert and acknowledging it.

Want

Report %age of Alerts acknowledged within the SLA based on priority

The only way I can see to monitor alert acknowledgement SLA, is for the agent to make a customer response in the ticket, which means, out of hours the agent has to go online and update the ticket.

A note is added to the ticket, when the alert is acknowledge, but it doesn't appear to be considered a customer reply for the the response SLA

Any suggestion/ideas greatfully received

[Marc - Devoteam]

Hi @Myles Boyd 

You could look into automation and use a web request to update the related work item.

[Myles Boyd]

Thanks @Marc - Devoteam 

I'm pushing a customer facing note thru from the alert to the ticket, but it's not stopping the Response SLA  (condition is customer facing reply).

Will an automated customer facing response, work with SLAs?