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SLA Escalation action - Send Reminder Timeline details

Martyn Houghton

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At the moment when you set up a SLA Escalation action such as send a reminder, only basic generic information is inserted into the timeline.


It would be use to to include

  • The Timer used , i.e. Response or Resolution.
  • The target time value used, i.e. 2 hours before etc
  • The escalation text used/ Board & List /Person Assigned
  • The link to the email sent (when the Send Reminder action is used)

At the moment these default to 'Team' visibility, which is fine for us at this time, but I can see where form some SLA/Customers you may want this to be 'Customer', so it would be good to have the option to set visibility of the timeline update on each individual escalation event.




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