Tye Graham

How do I configure an alert for incident that is near a SLA breach?

Discussion created by Tye Graham Employee on May 11, 2016
Latest reply on Apr 30, 2018 by Arie Smouter

Let?s suppose you have an existing SLA rule (?SLA0001 - No Assignee within 1 hour?) under Setup -> Service Level Management that is set to trigger a breach for all incoming incidents that come in assigned and no one is assigned to them within an hour.  For example purposes, below is screenshot of minimal view of the rule as well as its full configurations.

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Now, let?s say you?re interested in generating an alert to a particular user or group in your instance for each incident that is within 30 minutes of having the breach above trigger against them. A way to achieve this would be creating another SLA rule (Ex: ?Warning for SLA0001 - Near Breaching Point?) with configurations similar to that of below.

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One thing to note is that this would also trigger as an SLA breach but essentially serves as a heads up before the actual breach happens.  From a reporting standpoint you can ignore this breach and report on the actual SLA rule. Such rules can likely aid you and your team with catching actual breaches before they happen.