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.
New to ADSelfService Plus?
Related Articles
How to send notification mail to the Reporting Manager when a SLA is breached ?
Use Case: When a SLA is getting breached, the technician's "ReportingTo" Manager has to be notified over email. Prerequisites: 1. Python Installation Steps : ...Query to show SLA violated and not violated request count based on technician (MSSQL)
Tested in Build MSSQL (14306) SELECT ti.FIRST_NAME "Technician", count(wo.WORKORDERID) "Total Request", count(case when std.ISPENDING='0' THEN 1 ELSE NULL END) "Completed Requests" , count(case when (wos.ISOVERDUE='1') THEN 1 ELSE NULL END) "SLA ...How to send SLA notification mail to the different users when a SLA is breached for builds 10500 and above
We can use the Email feature in the custom triggers to send notifications to different roles configured in SDP-MSP. By default, the SLA notification can be sent to Account Managers, Point of Contact, Technician, Requester. If you would like to send ...Query to show response, resolution SLA violated count and its percentage ( PGSQL & MSSQL)
Tested in build PGSQL (14300) and MSSQL (14306) SELECT pd.PRIORITYNAME AS "Priority" , count(wo.WORKORDERID) "Total Requests", count(case when ( std.ispending='0') THEN 1 ELSE NULL END) "Closed", count(case when (wos.IS_FR_OVERDUE='1') THEN 1 ELSE ...Query to show who actually violated the SLA (PGSQL & MSSQL )
Working on Builds 14500 and above. Tested in build PGSQL (14300) and MSSQL (14306) Databases: PGSQL & MSSQL: SELECT wo.WORKORDERID "Request ID", max(wo.TITLE) "Subject", max(ti.FIRST_NAME) "Current Technician", max(std.STATUSNAME) "Request Status", ...