SLA threshold breached: Time to first respond will breach in the next hour

Question

unable to get these automations workings.

When: SLA threshold breached

Time to first respond  will breach in the next hour

Agent group equals:

Service desk

Priority is on of

High or Highest's

Then send email: to the assignee

Cristian0791 · Answer

Can you please check if you have tickets with: "Time of First Response" breach?

The automation seems to be ok.

Danielle David · Answer

This is what I have and still does not work.

Cristian0791 · Answer

Hi Danielle,

1.You can change Time to 1h

2. Instead of "Request type equals" you can put Agent group equals

Hope this will help.