Slack notifications to unanswered tickets

Question

I'd like to be able to notify a Slack channel:

- if a ticket is created and after 3 hours, has no assignee or no comment from a specific group (IT).

- if a ticket has not had a comment from someone in a specific group (IT) in more than 2 days.

I tried to play around with some Automation rules but couldn't get the time squared away. Any ideas?

Gökçe Gürsel {Appfire} · Answer

Hi @Vanna Beepat ,

Time to SLA Cloud can help with your use case.

TTS works with both Software and Service Desk projects. For your SLA configuration, you can select the SLA start as date field: issue created and SLA end as a comment  from the IT group.

For the notifications, you can choose to be notified by a Fixed Duration (after 3h hours and 2 days) or by a percentage of the SLA Goal (e.g. after 50% of the SLA Goal is passed).

Just enter your webhooks URL and you're all set!

Let me know if you have any questions.

Regards,

Gökçe

Daniel Eads · Answer

Hi Vanna, here are a couple options for you:

1. If you've got Service Desk projects, you could create an SLA in your project to capture your two conditions . Automation can trigger based off a breached SLA, or a set time before/after an SLA has breached.

2. If you're dealing with a Software project (which don't have SLAs), then you'll need to use the Scheduled trigger instead. I've written an article here describing how to send certain matched issues to Slack at a specific interval - this is the approach you'd take for a software projects. The caveat is that this rule runs at specific times, so you'd have to adjust the frequency and know that the events won't trigger right away.

Happy to help if you're stuck at a particular part setting up an Automation rule.

Cheers,
Daniel