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Martyn Houghton

SLA Escalation action - Send Reminder Timeline details

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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.

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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.

Cheers

Martyn

 

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