Automatically adding Incidents to a board based on SLA progress

[lee mcdermott]

Hi,

 

Several years ago I setup up a process where all Incidents when they reached 50% sla breach, 75% sla breach, breaching today and Breached SLA were added to a board.

So at 50% breach it was added to lane 1 at 505, when it reached 75% it moved to the next lane etc.

 

However I have no idea how or where this was setup, it is still running and adding calls to the board and lanes but I cannot figure out where it could have been configured.

 

Anyone have any idea how or where this may have been done?

 

It is not configured in the Workflow, When it was first created it was before the Main Board Module was introduced, I think it may have been automatically migrated into the board module at the time that was introduced.

 

Any ideas anyone?

 

thanks

 

lee

[Paul Chambers]

Hi @lee mcdermott
Try Service Portfolio -> Service Level Agreements
Select the relevant SLA and see whether you have this configured via a specific escalation action i.e. Add to Board ?
https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/service-level-agreements/service-levels


 

[lee mcdermott]

@Paul Chambers

 

thanks paul, thats it I remember (vaguely) now. I had looked in the SLA section but couln't see where anything like that was configured, it is not that obvious that you can click on parts of it then expend the various sections.

 

thanks for the help.

 

lee