Hourly Notification emails to all Service desk agents

[Christopher Howard]

I know it is possible to configure the service desk notifications so that the "Service Desk Agents" get a notification when a new issue is created however this can get a bit annoying at times.

Is there any way we can set it so that we get notified maybe once an hour that a ticket was created?

Or alternatively is it possible for us to get an email notification after a ticket has violated an SLA (like no response within an hour)?

[Jack Brickey · Accepted solution]

hourly notification:

• disable notification on creation
• create filter and set subscription to hourly - project = XXX AND createdDate >=-1h

SLA breach:

• disable notification on creation
• create filter and set subscription to hourly - project = XXX AND "Time to resolution" = breached()