Creation of automated schedule report on tickets that are going to breach in <24hrs.

[ArkaB]

I have created a report to show the incidents that are going to breach by resolution SLA in next 24Hrs. Just wanted to know if there is any mechanism to send the notification to the members attaching a report on all the tickets that are going to breach in next 24Hrs and the email should also be sending in a hourly repetitions until the there is no ticket left open for breach. I can schedule the same report what I created but that is not solving my issue because I need to add the same logic while creating a email trigger so it only sends going to breach report when there are tickets and not when there is no tickets. I hope anyone from the community can relate the situation and can suggest a solution for the same. Appreciate your help.

[Mark Manders]

This really is a very bad requirement. You have a system with all the data in there. Create a dashboard to let people know what their work should be focused on (tickets within 24 hours of SLA duration). Emailing every hour will end up in users moving that email to a folder (or trash bin) automatically. 

This is coming from a manager that has micro-management issues, I assume?

The scheduled report form has a 'omit if no records' field. If you tick that, it won't send the report if it's empty. Just don't do it. Did I say it's a bad solution for getting people to do their job? Give them the tools to find the information they need, so they can do their job. Don't bother them by telling them every hour what their job is. Don't let technology 'solve' a people issue if that's where the requirement is coming for.

And did I mention already it's a really bad requirement?

[ArkaB]

Thanks @Mark Manders for responding.

I feel organization doesn't want to get penalties from their customer for not meeting SLA in valid reason (Not applicable for Exceptions case). No manager wants to put pressure on their team mates to pin point about how they are going to do their work but when the team members are having "Will" issue then someone has to find out alternatives to make then active on what they are supposed to do by their own. This differs project to project so not going into this direction. Hopefully I can try using what you have stated to see if it works - "The scheduled report form has a 'omit if no records' field. If you tick that, it won't send the report if it's empty." 

I was looking for a configuration from the SNOW OOTB feature custom condition in SLA Workflow to make that happen apart from the default trigger set only for "Assigned to" member on the occaision of 50% or 75% SLA elapsed percentage.

I will keep searching for more to make it useful because as I said earlier "No manager wants to put pressure on their team mates to pin point about how they are going to do their work but when the team members are having "Will" issue then someone has to find out alternatives to make then active on what they are supposed to do by their own. " because organization doesn't want penalties.

[Mark Manders · Accepted solution]

I understand what you are saying, but you are being pushed into the situation that they are asking you to solve a people problem with technology (which also has holes in it). That will never work, because if it's a 'will' issue, they will also ignore the email. It's as simple as that.

Tell them to deduct the penalties from the teams yearly barbecue budget or have a 'worst employee of the month' poster on the floor. That has way more effect than the emails you are going to send every hour.

You could adjust the flow you mentioned to email the assignment group as well, not just the assignee. But I still think the best way is to just make it visible on a dashboard. Users log in on that dashboard and see what they need to do. Put the dashboard on a wall and show which user has how many SLA's about to breach. They may even start helping each other. Trust me: the time you are spending on this is wasted (not because of you but because it's not going to change anything. And that's speaking from experience).

Technology can't solve issues in people's behavior.