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slack alert before and at SLA
Posted Apr 06, 2023
how to setup trigger for slack notification to alert on following conditions
-- ticket SLA violation
-- due SLA violation (like say 1 hr before SLA violation) ?
0
5
Recent searches
No recent searches
Posted Apr 06, 2023
how to setup trigger for slack notification to alert on following conditions
-- ticket SLA violation
-- due SLA violation (like say 1 hr before SLA violation) ?
0
5 comments
Christopher Kennedy
You cannot create triggers based on SLA breach status. But you can use automations to apply a ticket tag before or after a violation with the help of the Hours since last SLA breach and Hours until next SLA breach conditions. Then use the presence or absence of these tags in your Slack notification trigger conditions for the applicable notification.
2
Rajesh Govindaswamy
Thanks for the suggestion. If adding tags for SLA what condition would i use to remove them ? Would slack notify as long as the trigger is present or just once ?
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Christopher Kennedy
No problem. You can actually control this by employing a nullifying condition using the tags. For example, if your automation applies a
notify_slacktag, your notification trigger that checks for this tag can remove it so that the trigger doesn't keep firing.1
Ivette Lara-Molina
I would like to create an alert when calls are holding in TALK over a certain threshold (by qty or seconds/mins). Do you have any recommendations?
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Christopher Kennedy
Those Talk metrics are not available to triggers or the Apps Framework. So there wouldn't be a way build a real-time notification around them. However, you can analyze your current call activity from the Talk dashboard.
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