I am Creating an Escalation Matrix for the SLA

[Suneelkumar9381]

Hi Team,

Based on the Incident Category SLA Needs to Be routed to the specific Assignment Group, Eg : 1. If Incident Category is Hardware and If SLA Breached 20% it should send the Notification to ServiceDesk 2. If Incident Category is Network and SLA Breached 70% It should Notification to IT group and assigned to person 3. If Incident Category is Software, it and SLA Breached 100% then it should send the Notification to Assignment Group and Assigned to Person.

Please provide the possible Solution for the same.

[Dr Atul G- LNG]

Hi @Suneelkumar9381 

OOTB we have SLA Flow, you need to modify that to add your conditions. Give a try in pdi and share feedback.