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Martyn Houghton

SLA Escalation Actions - Notification Option

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As a follow-on to my other post about additional reminder destination, it would be useful to have the ability to have the option to send the reminder as a notification message, as well as an email message to the same target recipients as currently supported and mentioned in the linked post.

I am trying to reduce out teams dependance on emails and what them to focus on notifications and activities within Hornbill not start having to check their separate email as well.

 

Cheers

Martyn

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@James Ainsworth

Just wondering if there are any plans to extend the SLM Escalation actions, such as generating notification (removing the need to use email), add to the new Board Manager?

Cheers

Martyn

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Hi @Martyn Houghton

We do have a change in our backlog for adding additional escalation actions.  This was raised from this earlier post.  You are already a connection on the change.

The action for the new Board Manager App is already available under the escalations.  You will need to make sure that you have updated to the latest Board Manager App and Service Manager App.  The person setting this up will also need to have the Boards User Role assigned to them.

Regards,

James

 

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@James Ainsworth

Can you give me an update on the development item for additional escalation actions, in particular the ability to send a 'Hornbill Notification' rather than an only an email.

Cheers

Martyn

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Hi Martyn,

This hasn't yet made it to our development queue.  I'll update this post once we have some progress with it.

Regards,

James

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@James Ainsworth

Is there any update on this item. As @Gerry has mentioned at a number of the insight meetings we too are trying not to add distractions which cause the users to have to come out of the Hornbill platform to read an email from the said platform about an SLM escalation, when this could be achieved by the existing notification setup in the platform itself.

Cheers

Martyn

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Hi @Martyn Houghton

I'm pleased to let you know that this has reached our development queue and will be targeted for release over the next 90 Days.  I'll update this post once it is closer to completion.

Regards,

James

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Hi @Martyn Houghton

The work has been completed for this requirement.  You may see this as early as next week in a Service Manager update.  Keep an eye open for the release notes.

Regards,

James

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This is now available as of Service Manager build 1480.

When defining escalation actions against the Service Level Targets, a new option for configuring notifications has been added.  This lets you define notifications for the Owner, Owner's Manager, Team, or you can specify selected individuals to receive a notification.  

 

image.png

Hope this helps.

Regards,

James

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@James Ainsworth

Thanks for the update (live the new screenshot cut out trim).

Just waiting for a window in our current system change freeze, so that I can apply the latest Service Manager build which include this.

This will be a great help in us keep the focus within the Hornbill platform rather than having to split your focus with the email client as well.

Cheers

Martyn

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