Ticket SLA Escalation
Escalates high-priority tickets past SLA by reassigning owners and sending alerts, unless already closed or recently contacted.
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Trigger enrollment for tickets
When this happens
Group 1
Ticket priority is any of Urgent, High
SLA date is known
Pipeline stage is none of 4
+
1. Delay
Wait until SLA date (offset 0 minutes)
Click to see configuration
+
2. Branch
Check branches in order: DATE_MET_AS_PLANNED and Date property unknown.
2 branches — click to see paths
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End
Description
Escalates high-priority tickets past SLA by reassigning owners and sending alerts, unless tickets are closed or recently contacted.
Categories
TicketsNotifications
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