7583946

SLA Breach for critical notifications

Discussion created by 7583946 on Oct 6, 2015
Latest reply on Oct 7, 2015 by Yuval Pecht
Currently, we have a 24/7 staffed on call phone if we have a critical ticket entered by a user, we want the phone to receive the email. We are using an SLA so that if that a critical ticket has not been resolved within a minute, the action is to send emails on call phone.

However, a couple times the SLA breach did NOT occur within that minute, (actually longer then 10 minutes) and no one was alerted there was an issue. 

Has anyone else experienced SLA not breaching or have a better idea to for this?

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