Service Desk - Add new event to Service desk automation?

[Michael Ruderer]

Hello together,

i want to create a notification when e.g. half of the SLA time is over.
For that i thought to create an automation rule.

In here i have the following conditions:
image2016-11-22 12:38:40.png

Is it possible to add my own event to this list? (For example "Half of SLA time exceeded"?)

Hope you guys got some thoughts =)

Regards,

Michael

[Jack Brickey · Accepted solution]

Automation only has the canned events unfortunately. I sure wish they would allow you to select the time component. If the canned events (like you show) are not suitable to your needs how about creating a filter and setting subscriptions to them? For example, lets say you want to notify your agents at the 50% remaining time and your SLA is say 4 hours, then the following filter would accomplish that.

project = xyz AND resolution = Unresolved AND "Time to Resolution" > remaining(-120m)

Then you can set the subscription to run say every hour. The nice thing about subscriptions vs. automation is that the automation only notifies once associated w/ the event where as the subscription will continue to remind of all issues that fit the filter until they are resolved in the above case.