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Service Management SLA's on priorities

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

2 answers

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.

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.

Like Amir Katz _Outseer_ likes this

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