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SLA Alerts


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We are a ServiceDesk team working with a number of smaller "resolver" teams who are responsible for different systems.


We would like to know if it is possible to be able to configure alerts where the owner of the ticket is alerted when the SLA timer reaches 30%. And another alert is sent out at 80% to our ServiceDesk team in order to chase the owner of that ticket.


Not sure if i've explained it well enough but we're very precious around SLAs and we would like to be made aware where and when SLAs are being breached.




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Hi @aykut.boyraz

Yes, in the service level configuration you can add escalation actions to run  a set number of minutes/hours/days before a target time.  In these escalation actions you can choose to send an email to the owner or to a specific email address which should cater for what you need.

Further details can be found here https://wiki.hornbill.com/index.php/Service_Level_Agreements and https://wiki.hornbill.com/index.php/Service_Levels

Kind Regards,


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