Currently, SolarWinds Service Desk only sends notifications after an SLA breach occurs. However, for proactive service management, receiving alerts before a breach happens is critical.
We propose implementing SLA pre-breach notifications based on configurable timeframes (e.g., X minutes before SLA expiration).
Additionally, we recommend enhancing the dashboard by adding a widget that clearly lists all tickets that are approaching an SLA breach. This list would allow service teams to easily identify and prioritize at-risk tickets before violations occur.
Currently, the existing widget only displays tickets that have already breached their SLA, which limits its usefulness for real-time operational monitoring and proactive management.
These features would significantly improve SLA management capabilities and better align the tool with service management best practices.
