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Automation for SLA First Response

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?  



1 answer

0 votes
Fahad Siddiqui Community Leader Jul 02, 2021

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

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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