Ticket SLA overdue configuration
When a. Talos will post a reminder card to the team in your designed Talos Channel in Microsoft Teams to state that there’s a ticket that’s now past its SLA due time and needs to be attended to!
Create the SLA Overdue Extension Callout
The first step is to create an Extension Callout in your Autotask configuration.
1. Go to Admin -> Extensions & Integrations -> Expand Other Extensions & Tools -> Select Extension Callout (Tickets)
2. Click the “New Extension Callout” button
3. Name the Callout “TRIBU – SLA Overdue”
4. Set the URL to the following:
5. Set the HTTP Transport Method to POST
6. Set the Data Format to XML-RPC
7. Set the Method Name to SLAOVERDUE
8. All other fields can be left blank/default
9. Click Save & Close
Create the Workflow Rule for SLA Overdue
Whenever a new ticket has been idle for too long Talos will notify your selected Teams channel again about the inactive ticket.
1. Login to Autotask and go to Admin -> Workflow Rules
2. Ensure you are on the Service Desk tab and click the New button
3. Give the Workflow a recognisable name. We recommend that any workflow that is interacting with a TRIBU product starts with TRIBU.
4. Fill out the description with something meaningful for quick reference
5. Tick on the ‘SLA: First Response Overdue’ option and set to 1 minute. In the example below we have set all forms of SLA Overdue items to 1 minute
6. Scroll down to Conditions and set the first condition to ‘Status’ -> equal to -> New
7. Scroll down to Conditions and set the first condition to ‘Queue’ -> not equal to -> Any Queue the SLA notifications aren’t appropriate for
8. Scroll down further to Actions and set the ‘Then Execute Extension Callout’ and set it to your “TRIBU – SLA OVERDUE” callout from the previous step.
9. You can add in any other conditions and actions to take that follow your standard business procedures as well, however, there can only be one Extension Callout that must be set to go to Talos.
Go to using Talos