Alisha Posted December 3, 2020 Share Posted December 3, 2020 Hello, I'd like to add a Human Task in the Business Process so that it only appears on the request when there is only 1 hour left on the SLA clock. How would I go about doing this please? Many thanks, Alisha Link to comment Share on other sites More sharing options...
Steven Boardman Posted December 3, 2020 Share Posted December 3, 2020 @Alisha this is not currently possible. The escalation options against the SLA targets are: * Email Notification * Hornbill Notification * Reassignment * Priority Update * Promotion to a 'Breach / Jeapody' type Board like example below: Board Created in Board Manager with required lanes Escalation actions to add to the board and the appropriate lane if the escalation action is invoked. Using the board option and a reminder (Hornbill/Email) this is as close as we can get today. 1 Link to comment Share on other sites More sharing options...
Alisha Posted December 7, 2020 Author Share Posted December 7, 2020 Hi @Steven Boardman, Sending an email notification 1 hour before the request breaches would be useful. How would I go about doing that please? Many thanks, Alisha Link to comment Share on other sites More sharing options...
Steven Boardman Posted December 7, 2020 Share Posted December 7, 2020 @Alisha in your SLA, under the different service level targets, you can choose to add escalation actions against both the response and resolution targets. If you click on the response / resolution text for the specific service level, you can then click on the actions icon, and the email tab and configure the recipient as required. The one hour target is configured as shown below. 1 Link to comment Share on other sites More sharing options...
Alisha Posted December 7, 2020 Author Share Posted December 7, 2020 Hi @Steven Boardman, This is really useful, thank you. Please could we also request an enhancement for being able to create a Human Task or other notification in the Business Process when there is 1 hour left on the clock. We'd really like to be able to display the action taken when this happens in the HUD. Many thanks, Alisha Link to comment Share on other sites More sharing options...
Steven Boardman Posted December 7, 2020 Share Posted December 7, 2020 @Alisha I've raised a request for an auto task or task to be available as an escalation action against a Service Level target, we'll post back as there is any progress with the request. 1 Link to comment Share on other sites More sharing options...
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