SLA Reminders: Add longer time periods for SLA "before" violations
started a topic
over 4 years ago
You have just implemented the SLA reminder (before violation expires) and it is a great feature. Unfortunately, the selectable reminder time is limited to 8 hours "before" SLA violation. This might be sufficient for most response time cases but the resolved on time SLA, depending on the ticket priority, would require a much longer time, a week, in our case (for low priority tickets). In our business, problem resolution can be quite lengthy and an 8 hours reminder before sounding the alarm is way too short.
Therefore, I would like to propose an enhancement to this excellent feature so that:
Selectable SLA due time reminders can be defined in weeks, days, hours and minutes, pretty much like the SLAs are currently defined.
SLA reminders can be defined separately for each priority level.
Thank you for your suggestion and we are glad to know that you find the SLA Reminders feature useful. We will continue watching this space for more requests of this nature and will accordingly prioritise the enhancement after consolidating all the feedback.