Running triggers, automations, and reporting based on ticket SLA

12 Comments

  • Jessie Schutz
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    Thanks for sharing this, Mat! Awesome!

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  • Jennifer Rowe
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    Love it! This will help a lot of people, Mat! Thanks so much for posting it.

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  • Rohit Upadhyay
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    Thanks Mat for sharing this one. It gave another perspective on managing the SLAs . 

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  • Vijayaragavan S
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    I would like to initiate a trigger when SLA is breached where SLA is 30 minutes. Would these steps solve this?

    Can you please explain what do you mean by

    "We have another set of triggers that run when a ticket is updated, and these deal with times when the ticket is updated such that a different SLA policy applies. These triggers remove any SLA value, and add the new one."?

    What are the trigger conditions? 

     

    Thanks in advance.

    Vijay 

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  • Andrew Yoward
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    Is there a way that I can set up a daily report that will get sent to all my agents telling them which tickets are going to breach in the next 24 hours?  I have tried to do this in Good Data, but not really sure where to start.

    This would be a big help in ensuring tickets aren't breaching.

    Thanks,

    Andrew

     

     

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  • Jessie Schutz
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    Hey Andrew!

    We have an article that should answer this question for you. You can find it here

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  • Francis Morissette
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    It would be nice to review the formatting of this article, it's hard to read.

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  • Jessie Schutz
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    Hi Francis!

    I'm looking into what happened on this Tip...we'll fix it if we can. Otherwise we'll archive it. Thanks for the heads-up!

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  • Breonna Bowen
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    I'd really like to have the formatting fixed on this. It looks like he included pictures and I'm a visual person, so seeing what he did would be great. 

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  • Nicole - Community Manager
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    Hi Breonna - 

    We're looking into why the images are broken and working on getting it fixed if the error is on our end. Standby!

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  • Brett - Community Manager
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    Hey Breonna,

    We heard back from our internal team and it appears that the images included in the original post were copied and pasted from a source that is no longer available.

    The recommended work-around here is to download the image you'd like to include in a post and then upload directly to the post instead of using the copy past method mentioned previously.

    We were able to get the formatting fixed in this Community Post, however, we're unable to retrieve the images since they are no longer available.

    Let me know if you have any additional questions regarding the above.

    Thanks!

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  • Schuyler Weinberg
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    This is an interesting approach to using the SLAs. I'm wondering how the SLA breach was actually used in a trigger though? Maybe I'm not following fully, but the two examples listed appear to be for an automation (since they run off of the 'hours until/after SLA breach'). Is there any way to use an SLA breach in a trigger?

    It would be great to get a ticket event when an SLA is breached that we can then use to have a trigger run to push a notification to a team slack channel. An automation can technically do this - but it's a little limited because of the question around when exactly an automation would run on a ticket.

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