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If tickets are unassigned within half an hour, it should be escalated through email in Service desk

Hello ,

Can anyone help me to solve this task , does I need to write automation for this .

1 answer

Hi @Mahesh Kallepalli - The solution I am trying to bring here may not be exactly what you are looking for, but see if it helps. In your SLA goals (JSD project --> Reports --> SLA goals), set the 'Time to first assignment' SLA to 30 mins. Now, create a subscription filter (setting the subscription interval to 30 mins or something more frequent) using a filter like - project = ABC AND "Time to first assignment" = breached().

What this doesn't do is send an email for every issue after it has breached the time to first assignment goal (as soon as the breach happens), but will bring all the issues that breach this goal at a frequency that your filter subscription is set to.

Hope this helps!


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