Remove SLA email to technicians

Idea created by Kelly Whalen on Apr 11, 2017
    Long term plan
    Score10
    • Kelly Whalen
    • Gustavo Trujillo

    Would like the ability to turn off emails to technicians for SLA breach notifications.  If you check under email notifications, there isn't anything for SLA's.  If you go to Service Level Management and edit the rule, there's no option to turn the action off.  By default, it emails the technicians regardless of the criteria set.  (see case below)

     

    What problem will this feature solve?:
    It is usual that we don't meet our SLA's about 20% of the time because only have 12 technicians (2 being at Level 1). Our boss does heavy reporting on SLA's. Since we can't turn off the email notifications, we receive an email each time the technician hasn't responded to a new ticket within 6 minutes and when a ticket hasn't been resolved in 20 minutes (unless escalated). This causes several unnecessary emails to our technicians. We are only using our SLA's for reporting purposes, not to notify technicians.