Ticket SLA Overdue Notification
When a ticket approaches SLA timings or goes over it’s SLA, Talos will post a reminder card to the team in your designated 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 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.
- Login to Autotask and go to Admin -> Workflow Rules
- Ensure you are on the Service Desk tab and click the New button
- Give the Workflow a recognisable name. We recommend that any workflow that is interacting with a TRIBU product starts with TRIBU.
- Fill out the description with something meaningful for quick reference
- 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
Note: You can set this to notify prior to the SLA due times using the other Workflow settings.
- Scroll down to Conditions and set the first condition to ‘Status’ -> equal to -> New
- Scroll down to Conditions and set the first condition to ‘Queue’ -> not equal to -> Any Queue the SLA notifications aren’t appropriate for
- Scroll down further to Updates and set “UDF: TRIBU” to “SLAOverdue“
- Then under Actions and set the ‘Then Execute Extension Callout’ and set it to your “TRIBU Callouts” callout from the previous step.
- 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.
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