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SLA Target - Escalation Events


Clive Broad
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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?

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@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:

image.png

Hope that helps

Steve

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  • 9 months later...

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