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can i get Automated mail when service level exceeded time?

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

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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.


thanks for your prompt reply

1 vote
Jack Community Leader Oct 14, 2019

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.

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