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Add the ability to send out PreBreach notifications

We would like the opportunity to assist our technicians in accomplishing their SLA compliance by having the opportunity to send out PreBreach notifications to the owner of tickets within a customizable time frame (e.g. 1 hour prior to breach) to allow them the opportunity to reprioritize items as necessary.

This is especially important for some of our higher tier technicians who are not working within the portal as often as our helpdesk or deskside support technicians.

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Comments

davidbrodz

This feature is already available within Setup>Service Desk>Service Level Management. You can establish threshold notifications day/hours/minutes etc. prior to a breach occurring.

robert.bennett

It is, but it is limited to an escalation notification. You can't have it notify the actual incident Assignee: