Hi Everyone,
In this tutorial, we will show you how you can monitor an SLA, and send notifications before or after the SLA has been breached.
The SLA threshodl trigger allows you to respond to an SLA that is about to breach, or is already breached, by a threshold determined by you. This allows you to give timely feedback to your customers, alert agents and automatically prioritise requests accordingly.
In the first rule, we send an email notification X minutes before the ticket is about to breach its SLA.
SLA Threshold Trigger:
Send Email Action Template:
Subject:
{{issue.key}} is about to breach its "Time To First Response" SLA in 5 minutes
Content:
Hi Service Agents,
{{issue.key}} will breach its "Time To First Response" SLA in 5 minutes. You should action or reassign it as soon as possible.
Summary:
- Key: {{issue.key}}
- Summary: {{issue.summary}}
- Link: <a href="{{issue.url}}">{{issue.url}}</a>
Cheers,
Your friendly automation bot
In the second rule, we send an email notification when the ticket has breached it's SLA.
SLA Threshold Trigger:
Send Email Action Template:
Subject:
{{issue.key}} - has breached its "Time To First Response" SLA
Content:
Hi Service Agents,
{{issue.key}} has breached its "Time To First Response" SLA. You must action or reassign it as soon as possible.
Summary:
- Key: {{issue.key}}
- Summary: {{issue.summary}}
- Link: <a href="{{issue.url}}">{{issue.url}}</a>
Cheers,
Your friendly automation bot
Finally, if the SLA continues to be breached, we send a reminder email notification that the SLA has been breach by more than X minutes.
SLA Threshold Trigger:
Send Email Action Template:
Subject:
Reminder: {{issue.key}} has breached its "Time To First Response" SLA
Content:
Hi Service Agents,
This a friendly reminder that {{issue.key}} has breached its "Time To First Response" SLA. You must action or reassign it as soon as possible.
Summary:
- Key: {{issue.key}}
- Summary: {{issue.summary}}
- Link: <a href="{{issue.url}}">{{issue.url}}</a>
Cheers,
Your friendly automation bot
Click Here to view the video tutorial.
Thanks,
Eli Solutions
Eli Solutions Team -Eli Solutions-
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