Confgure email notifications to adhere to SLA

[IMGS IT]

Hello,

I'm trialing JSD at the moment and looking for a way to configure alerts to adhere to an SLA with certain customers. The requirement is that when a customer from a certain company opens a ticket with a high priority, management receive an email notification to let them know.

Can that be accomplished?

Thanks in advance.

David

[Ravi Sagar _Sparxsys_]

Hi @IMGS IT 

Look at the Automation rules to do that.

https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html

There is already a preset rule called "Urgent issue alert" that you can use in your project.

Ravi

[IMGS IT]

Thanks Ravi...I just had a look at that.

Is it possible with that automation to make it check against what company the high priority ticket was opened for? Only some customers have an SLA so I need to somehow only trigger this if it's from a particular company or perhaps email domain?

Thanks.

[Ravi Sagar _Sparxsys_]

Yes use the following condition in the IF block.

priority in (Blocker, High) and Organizations = COMPANY

[IMGS IT]

Thanks again Ravi!

[IMGS IT]

Hi Ravi,

I tried that and it looks like it works...happy days!

The email that I received as a result of the Urgent issue alert is a bit generic....do you know if there's a way to edit a template (or something) to add my own text the email being sent?

Thanks,

David