With the new SLA features in place, I wanted to try to set up an automation that can actually warn our support staff (or do something else) when a ticket is closing in on a SLA breach. That way we can handle the issue before the SLA is breached.
With a little help from a community moderator I ended up with the following setup.
The setup should be almost self explanatory, but the ticket tag use should be explained in more detail. In short, the way automations work, an automation can only run once per ticket. If there is a chance it can run multiple times, the automation can not be created. (You will get the error message below:)
Automation could not be created as:
- Automation must not run multiple times per ticket: It must have a time based condition that is only true once (Hours since created is 24) or a action that nullified a condition ("Priority Is High" and an action setting it to "Priority Is Urgent").
So a tip from a community moderator (Colin Piper) was to check if a specific tag is set on the ticket (in this example called "sla:breach:in:1). If it already exists (the automation has already run), the automation does not run again for the same ticket.
You can perform any action you would like after this, my mission was to create an email notification that can alert me of the ticket status.
This works great!
Now, what about cases where we have several possible SLA breaches for a ticket? A tip is to add a trigger that removes the tag when the issue is updated, which will allow for the automation to run again when the ticket is closing in on another SLA breach.