If you have two SLAs and one uses Business Hours and the other Calendar Hours (or even a mix of both in one SLA), which operator should you use against Ticket: hours until next SLA breach?.I do have a few questions, to help me and others get more out of it. Madison, thanks for sharing this idea which is a good starting point to use alerts to prevent SLA breaches. Under Perform these actions, notify an individual user, a group of users, or even an external target or integration.Learn more about these concepts in this article: About automations and how they work. The Ticket: Tags condition and action are used to ensure the automation doesn't fire more than once.You can also use conditions for Type, Group, Assignee, or Requester to satisfy this requirement. The Ticket: Status | Less than | Solved condition makes sure the automation saves successfully.You may also want to specify a custom ticket field, like an About field value, to narrow down when this automation will fire.If you have business hours set in your account, choose (business) Less than as opposed to (calendar) Less than.Ticket: hours until next SLA breach | Less than | 2.Under Meets all of the following conditions, select:.
To automatically alert a team about an SLA that is about to breach, create an automation to notify the team by email. For general instructions for creating SLAs, see the article: Defining and using SLA policies. How do I automatically alert my team about tickets nearing an SLA breach? Answerīegin by creating and applying SLA policies to tickets in your account.