can i get Automated mail when service level exceeded time?

[Enas Attia]

if i raised ticket , cam i get e-mail when time for response or resolution has been exceeded without starting progress in or resolving the ticket

[Ravi Sagar _Sparxsys_ · Accepted solution]

Hi @Enas Attia 

There is a an automation rule in SLA called *Keep on top of SLA*. You can use it to check whether your SLA is about to be breached or has breached. Once that happens you can choose to send email.

Ravi

[Enas Attia]

thanks for your prompt reply

[Jack Brickey]

Yes. You can setup automation using the built in Automation. Alternatively you can create a filter leveraging your SLA metric and set up a subscription.