Major Incident notifications

[David Longley]

Hello, is there a system setting or something that can trigger an email every-time a ticket priority has been changed to a P1 ticket? I dont want to go down the BOPM route as the priority can change at any time potentially? 

[Steven Boardman]

@David Longley there isn't a setting which will fire an email on a priority change, but there is an option with escalation actions and firing past events which might be worth exploring. 

Escalation Actions:

It is possible to configure escalation actions for your P1 service level, including an email as soon as a ticket uses a P1 service level.   As you rightly point out, this does not help you if the priority is changed mid ticket, rather than being initially set, and the BPM can't help as you may not be able to define when in a ticket lifecycle the priority maybe changed. 

One option is to look at the following system setting. 

If the above setting is On  then based on your SLA rules, if the service level changes - i.e if you tie this to your priorities, then you could look to use the following options

 

These options or the one's you enable, will be invoked when the SLA changes i.e to a P1, here you can invoke the firing of past events, and i am thinking the email one specifically

Now in your example, if the priority is changed from a Medium to a P1 and in your SLA rules, this changes the SL to a P1, then with this setting enabled, any email escalation actions which you have configured for the P1 will be invoked, even if they are historical in that if the P1 is a 4 hour target, and the 4 hour window has passed, it will still fire the email notification on the SLA being changed. 

I hope this makes sense?

The one thing to be aware of here is that these are global rules, so they would apply to ALL past email events on all SLA changes on a ticket.  

Hopefully this helps?

 

[David Longley]

Thanks @Steven Boardman, we already had these settings enabled in the system. I am looking at my SLA within the Service Portfolio, taking into consideration to what i want to achieve (i.e - everytime a ticket priority is changed to either a P1 or P2, it sends an email, what config do i need to set up?

[Steven Boardman]

@David Longley ok, so given what has been said above in the earlier post - if you want an email to be sent when a priority is set to P1 or P2

1. Inside your Service Level Agreement, you need Service Level Targets for P1 and P2 

2. In your Manage Rules in the Service Level Agreement you need to create your rules i.e if Priority = P1 then invoke Service Level P1

3. In your P1 and P2 Service Level Targets (Response or Resolution - your choice) you can configure email escalation actions to be fired

For example if your P1 target for resolution was 2 hours, you could set up an escalation for 2 hours before the target

In this scenario the following should occur

1. If the priority is set to P1 initially on the ticket, and the defined SLA rule is met to set the Service Level to P1,  then the configured 2 hour escalation email will be immediately fired 

2. If the Priority is changed to a P1 on the ticket, and you have the settings set to automatically change the Service Level, and you have setting enabled to fire historic events then, on the SLA rule being met to set the Service Level to P1, then the configured 2 hour escalation email will be fired at the point which the Service Level is changed to your P1 Service Level 

I hope that makes sense. 

Really the trick here is to ensure you have your rules defined as you need them,  recall that the rules are evaluated from top to bottom - i.e if it matches the first rule in the list it will stop there - so make sure you have the order of the rules as you want them to be evaluated.   

 

 

[David Longley]

Thanks @Steven Boardman below is the current rule i have:

 

 

i am not sure what i need to configure to set the following: Priority = P1 then invoke Service Level P1, Maybe we could have a quick call?

[Victor]

@David Longley if you like to discuss this in more detail with one of our product specialists, you can always request a session using the options available on Hornbill Customer Success portal. We can also book a session on your behalf if you like?

[Steven Boardman]

@David Longley from your screenshot, it looks like your rule is pretty much like you need it , with the Service Level field then holding your defined P1 service level, rather than the current Major Priority.   If you need a little more assistance, hopefully the product specialists should be able to assist as Victor indicates above. 

[David Longley]

thanks @Steven Boardman, what condition do i need to add to ensure that it will send an email if a priority is changed to PI at any stage of the lifecycle?

[Steven Boardman]

@David Longley in your P1 Service Level, you would need to configure an escalation action, an email (like below)

If your P1 Target was 2 Hours, then set the Escalation Action to be 2 hours before the target

This means if you log a new P1 request, the email will be triggered immediately

if you have the following setting enabled:

 

It will mean if the SLA rules on a request changes it to a P1Service Level,  the email will still be sent because you have set it to fire past email events

i.e if you may have changed it from a P2 to a P1, 30 minutes after it is logged, and the target for a P1 is 2 hours. As  there is an escalation action to fire the email 2 hours before the target - then the email would still get sent even though it should have been sent in the past (even though there is now only 90 minutes until the P1 target is due.

Hopefully that helps, failing that do reach out as Victor suggests to the the product specialists  

  

[samwoo]

Good morning,

Sorry for bringing this up. The *firePast* settings no longer exists, and if I have a ticket that's for example a P3 changes to a P1, none of the escalation events are firing.

Please can someone advise?

In our processes, the response and resolve timers start at the same time.

Our P1 response target is 15 minutes, and resolve target is 2 hours, hence the escalation running 2 hours and 15 mins prior.... this should take into account escalations if the P1 was set during the ticket being logged and before the response timer was marked, or after the ticket has logged after the response timer has been marked.

I did try and use the escalation settings specific to each target, but nothing happened in testing.

The only thing I notice, is that each time I go into the Add to Board Manager screen after already making some changes, the Board and Lane fields are blank... so I am wondering if clicking Update is not saving these back to the database.

Please advise.

[Steve Giller]

I may be misunderstanding this, but if the Resolution Target is 2 hours, and the trigger is set for 2 hours and 15 minutes before  ... you're asking it to fire 15 minutes ago.

Which would mean we would have to build time travel into Hornbill.

(I'm not saying that's a work in progress, nor am I saying that it's not, but it's not currently available.)

[samwoo]

Hi @Steve Giller,

That was just my latest test. I have tried different variations, for example to run 15 minutes before the Response target, 10 minutes before the Response target but nothing works.

It doesn't seem to fire past events, for example if a P3 ticket has been opened for an hour and then we escalate to a P1, no event runs regardless of the set up.

I created a test process that allows me to select a priority at the process of logging the ticket - the SLA is correctly set, but none of the events are firing at all.

Each time I go into the Board Manager actions setup, after initially setting it up, the fields are blank, despite me setting the board and lane numerous times. I wonder if this is a defect that's the reason no Board events are being raised?


I haven't tried the other events - but will do so now.

[samwoo]

Maybe i'm misunderstanding how this all works but I want to be able to capture any tickets that goes into P1 or P2, either at the point of ticket creation or after the ticket has been logged.

This can happen from anywhere, but initially the priorities are set to either P3 for Incidents or P4 for Service Requests.