Enhancement: SLA escalation actions

[Peter Clough]

At present, the escalation events provided for SLAs allow for emailing or notifying teams, owners, or owner managers as dynamic targets.

We do not always have a specific owner of a request at the time it is breaching, what we would like is to be able to have these notifications & emails go to the Team Leader or Manager of the owning team as additional options, if this could be considered.

[will.good]

+1

[James Ainsworth]

Hi Peter,

Thanks for your post.  I'll have to confirm, but I believe that if you have an escalation event set to email the owner of a request and the request doesn't have an owner, the email is sent to everyone on the team.

We are discussing internally about adding some options.  We will let you know if we have any updates or progress on this.

[Peter Clough]

Cool, thank you very much.

[Peter Clough]

We just did a quick test, @James Ainsworth, and it would appear that emailing owner does not fall back to team if there is no owner.

[James Ainsworth]

Thanks for the feedback @Peter Clough.  I'll raise this with development to see if there is a reason for this not happening.