SLA creation and notification
what is the proper way to setup SLA levels? We're trying to get an SLA escalation / email should a request not get picked up in time or not get resolved within the correct time frame.
We've tried sending both incidents and requests and neither seem to generate anything more that a notification onscreen of the violation. We need to get an email escalation once the SLA has been violated and move the ticket up to the next Tier for support to have it get started for resolution.
our SLA looks like this:
When a new request arrives : |
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| Any request matching the above rules should be responded within : | Days | Time : Hours Minutes |
| Any Request matching the above rules should be resolved within : | Days | Time : Hours Minutes |
If response time is elapsed then escalate: |
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Topic Participants
Christopher
Nirmal D
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