Get alerted before an SLA breach

Automations can watch the SLA clocks and act before a target is breached, for example by raising the priority or emailing the group.

Conditions you can use

• Hours until next SLA breach, also in business hours;
• SLA target used (%): how much of the next target is used;
• SLA breached: yes or no;
• Hours since last SLA breach.

Create an alert

1. Open Admin Center, Business rules, Automations and choose New automation.
2. Name it, for example “Warn at 80 % of SLA”.
3. Under ALL, add:
   • SLA target used (%) greater than 80;
   • Status less than Solved;
   • Tags does not contain sla_warned (so it runs once).
4. Add actions:
   • Email notification to the Assignee, or to the Group when nobody is assigned;
   • Add tags sla_warned.
5. Save.

Automations run every hour, so an alert can come up to an hour after the threshold. For tight targets, warn earlier, for example at 70 %.

Escalate on breach

A second automation can catch breaches: SLA breached is Yes and the ticket is not tagged sla_escalated. Raise the priority, move it to a lead’s group and add the tag.

Warnings on the policy

On the policy itself, Warn at records a warning in the ticket’s SLA history when that share of a target is used.

Related

• Automations
• Trigger and automation conditions
• SLA targets explained