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Automation for SLA First Response

James M
James M Jun 30, 2021

I would like to setup an email and alert user notification to certain agents when the SLA First Response is 2 hours from breach and another one at 1 hour before breach.  

 

I am curious on how the SLA and Event fields work in relation to one another.  I understand the SLA corresponds to the SLA events created.  But, what is the event drop down used for?  

 

 

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Fahad Siddiqui
Fahad Siddiqui Community Leader Jul 02, 2021

@James M  for SLA response you need to create filters Subscriptions and add the agents.

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James M
James M Jul 06, 2021

Thanks Fahad.  Are you saying that creating automation alerts to the Agents of the form cannot be done and only could be done using subscriptions? 

 

Also, I am able to create filters and dashboards on SLAs that are either in breach or if it's  amount of time before breach.  

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