Send escalation email to the Technician "Reporting to" if SLA is violated (Deluge).
From Builds 10600 and above
From Builds 10600 and above
Follow the below steps and based on the update we need to create a custom trigger based on the action set under the SLA escalation notification and then with the help of that we can execute the custom trigger and the notification will be sent.
1.Goto Admin > Request Custom Functions > Global function > New > Paste the content from the attachment configuration.txt and save it with a name.
2.Update the URL and technician key in the script. You can get the technician key under profile in the top right corner. Refer to the attached screenshot.
Refer to the below link.
3.Go to Admin --> Request Custom Functions --> Custom Actions --> Paste the content from the attachment 3. Send notification reportinto.txt and save it with a name.
4. Modify the global function name and the FROM address in the script. Refer to the attached screenshot.
5. Configure custom trigger as in the attached screenshot.
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