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Can the time remaining in a ticket's SLA be sent as a smart value in Automation?

I'm trying to create some early warning systems for JSM so that our agents are alerted if one of their tickets SLA's is going to breach. I was wondering if the SLA time remaining value can be sent across in an email using smart values? I've seen examples where other people just hard code the time in, but was wondering if this way was possible.

Thanks

2 answers

Thanks for those. Look very useful. I'll give them a go and see what I can do. Cheers

Connor Rising Star Aug 19, 2022

You're welcome shardern. It's definitely possible to automate email alerts based on SLAs about to breach, even if it ends up not being possible to include the remaining SLA time in the email.

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