Hourly Notification emails to all Service desk agents

I know it is possible to configure the service desk notifications so that the "Service Desk Agents" get a notification when a new issue is created however this can get a bit annoying at times.

 

Is there any way we can set it so that we get notified maybe once an hour that a ticket was created?

Or alternatively is it possible for us to get an email notification after a ticket has violated an SLA (like no response within an hour)?

1 answer

1 accepted

1 vote
Accepted answer
Jack Brickey Community Champion Dec 29, 2016

hourly notification:

  • disable notification on creation
  • create filter and set subscription to hourly - project = XXX AND createdDate >=-1h

 

SLA breach:

  • disable notification on creation
  • create filter and set subscription to hourly - project = XXX AND "Time to resolution" = breached()

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