We need to be able to alert on / escalate tickets to ensure compliance with SLOs / SLAs.
- Ability to define an alert / escalation process by a time window. This would allow different alert / escalation options for different time windows, as the SLO / SLA may define a different response time for outside of business hours (we have several).
- Ability to send alerts to a defined e-mail recipient, rather than just a WHD user. This would allow the inclusion of personnel in alerts who may not be WHD techs. It would also allow alerts to be aggregated more easily to something like Alert Central.
