Email colleagues re SLA Breach

[derekgreen]

Hi All. Have always found the forum the quickest way to resolve problems, so I hope someone can advice with this.

We successfully implemented Hornbill in October and have had a huge by in from our user community, we are receiving far more calls via Service Desk than we ever did on our old system.

Now that the service has bedded in, I'd like to make things more responsive for my colleagues in ICT. I have found that we are experiencing an increase in the number of calls 'going red' as they breach our defined SLA's. What I'd like to do is have the system send an email to the owner of the call to alert them that the call is in danger of breaching its SLA. For example, we should be closing a priority one call within two hours, I would like to have the system email the owner (or maybe the whole team) half an hour before the two hours is up with a warning that the call is running into the red. All advice gratefully received.

[Victor]

@derekgreen we have this functionality via SLA/ Service level escalations... do you use the new SLM functionality or the "old" service levels?

[derekgreen]

Hi Victor - thanks for the reply. I'm not entirely sure which version of escalation we're using. Please see attached snip of the SLA's as we have configured them in Service Manager.

[Victor]

@derekgreen can you check if you have this setting enabled? This one turns SLM on/off...

 

[derekgreen]

Hi Victor, the setting is on.

[Victor]

@derekgreen I'll have a look in your instance later today and see how the SLM is used...the I'll be able to advise where and how you need to set the SLA escalations to trigger notifications...

[derekgreen]

Sorry it took me so long to reply! Thanks Victor.

[derekgreen]

Had a look at Hornbill Wiki and set up an escalation action as per attached. This should have sent me an email for a test priority one call that I had raised and assigned to myself, but no sign of any message. 

Thanks.

[Victor]

@derekgreen I should apologise, I promised I will have a look at this and completely forgot...!! I need better way to manage forums requests, they're so many

I don't have access to your instance, so I can't confirm how you need to set the escalations... since you have SLM enabled, the escalation should be configured on the SLAs....

Perhaps it would be best if we can have a call on this and a remote session to see exactly how you have the SLAs set up in your instance.

[derekgreen]

Not a problem Victor! What is the best way to proceed? You can call me on 01536 ****** after about eleven tomorrow if you have a space in your diary.

[Victor]

@derekgreen that's great ... I'll put this in my calendar then. You should receive a notification shortly.

[derekgreen]

Thanks, sounds good.

[Victor]

@derekgreen meeting created. Apologies, I have edited your previous comment and hide the phone number. Whilst this is a private forum we strongly advise to not publish any personal data (such as phone numbers).

[derekgreen]

Ok, makes sense once I thought about it!

[Victor]

@derekgreen no worries, that's why we are here!! Forum police!!  .. You have 3 points on your forum license for misuse of personal information

[derekgreen]

Even though it was my own? Harsh!

[Victor]

@derekgreen all right then.... we'll issue a caution this time  

... it should be worrying that I know so many policing terms...  but is because of watching police TV shows not ...personal...experience... no...not this...

[derekgreen]

A likely story - I believe you, thousands wouldn't.

[Steve Giller]

The only options for sending email is to the owner or the owner's manager.

With our process, we mark the response time when the customer is first contacted by an analyst to attempt an initial 'quick-fix' and/or arrange a vist, but the request is first placed in a group without an owner.
This means that the Response Escalation can occur on a call that does not yet have an owner - what I need at that point in the ability to email everyone in the group that contains the request to basically say "Get this assigned and contact the customer, quick!"

Is that functionality available and I've missed it, or is that more complicated to achieve?

[Victor]

@DeadMeatGF unfortunately the only options are, as you pointed out, to notify the owner or owner's manager... and they don't "care" if the request has an owner or if the owner has a manager... so they will fail if not  ... current escalation functionality works with these pre requisites but there are plans to have this functionality improved/extended...

[Steve Giller]

Thanks @Victor, I'm intending to implement Boards for this as well, so I'll see how they work on their own initially.

[Victor]

@DeadMeatGF I was thinking at the exact same thing right now.. to use boards as an alternative and I was pondering if they would work as a sort of notification... but you beat me to it  

[Steve Giller]

The down side with Boards is that someone has to be looking at them, and we don't have a 'Laser display screen' for an always-on view of that, but at least if the information is there it can be viewed regularly.

[Victor]

Yes, that was my thinking as well... is not like a proper notification where the information pops up and gives you a nudge... you would have to actively monitor something else or one more thing...

[Steve Giller]

I've started building this process and it's a step in the right direction, however it's caused me to start this thread:

Also, you can't seem to set the breach point as the actual breach point - it has to be 5 minutes before or after.