Service Management Automation

[Dan Allenby]

Hi All,

Im looking for a way to automate the below if possible?

Id like to get notified once a ticket has been logged and assigned but an update has not been sent to the customer within 15 minutes of the ticket being assigned.

At the moment, im finding tickets are being assigned but updates are not being sent out, so i was wondering if there was a way to automate to help me track and stop this from happening.

[Joseph Chung Yin]

@Dan Allenby -

Here is a possible solution for you to try it out.

1) Create a custom SLA which set breach time to 15 mins based on your criteria above.

2) After the SLA setup, then create an automation rule that triggers off from the SLA setup with action to send custom notification.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.