At the moment it appears that SLA emails only get sent when a call has breached its listed SLA.
Would it be possible to introduce an early warning (configurable) to send an email when the SLA is close to breaching. This could be sent to the Helpdesk/Service Desk manager or the assignee (dependant on individual setup)
|What problem will this feature solve?:|
The last thing any helpdesk wants is an SLA breach. An early warning that a call is due to breach would allow the analyst to be aware that the SLA is approaching and hopefully do something about it. It would also assist Service Desk managers in ensuring work is carried out within the published SLAs without having to report on it