SLA Target - Escalation Events

[Clive Broad]

Having set up SLAs; applied them to a Service we wanted to use Escalation events to ensure SLA adherence.

The problem is that the Escalation Events are set up as Notifications - so what Notification setting do we need to ensure our Analysts / Agents don't turn off so that they receive the Escalation Event notifications and can act upon them?

[Steven Boardman]

@Clive Broad thanks for the post.

Your agents don't have an opt out option for the SLA escalation notifications.   If you decide to send emails and or Hornbill notifications, then these will be received by the intended recipients. 

If you have enabled the setting to allow agents to set their own preferences via their profile, you will see there is no option to manage SLA notification settings in the list:

 

Hope that helps

Steve

[Clive Broad]

@Steven Boardman,

Thanks for the reply - it makes sense and I had noticed there was no "customisable" item for these notifications.

I was checking to ensure that it wasn't something I had missed but now I know I can go ahead and set them up.

Thanks very much for the pointer and help.

Clive

[Prem Prakash gautam]

Hi,

 

I want to send SLA notification to Team manager but there is no option to select in SLA notification event. There is an option to select Team which will send the email to everyone within the team. I want the notification to be sent only to the person/persons who is selected as manager for that team.

[Victor]

@Prem Prakash gautam there is the option to send escalation notification to the request owner manager...

[Prem Prakash gautam]

I am trying to set the SLA escalation is a way that it sends an email to owner, then it sends the email to owner's manager and so on. The problem is, if owner is not assigned, this process will fail.