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‎01-31-2020 07:24 AM
Hello,
I am trying to create an email notification that gets fired if the assigned to field is unassigned for more than 20 minutes. Not sure how to do this. I tried to just use logic from the email notification, but it does not seem to be working. This should happen on new incidents created.
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‎02-03-2020 01:40 PM
If your business is measuring itself/service based off of two things: response and resolution....then the purpose of you needing to ping someone that a ticket hasn't been assigned for 20 minutes...is that due to requirements that you all need to response/associate a ticket to a technician within 20 minutes (within a set schedule/work day -- if applicable)..then yes, there should be a response SLA definition set for this and within the workflow you can easily notify 'x' individuals to "get on it" and assign this to someone.
All of that isn't necessarily said in your post...so I am "assuming"...
If it's for one particular team...or something edge case like that then no...don't do my suggestion.
My suggestion is meant as an overall platform suggestion. And usually that is defined as P1's would need to be assigned within 20 minutes. P2 is 2 hours...P3 is 8 hours...
Examples like that...it would be more specific I'd say to the priority (although you all could enforce this across all priorities, but usually it's like in the example I gave above).
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‎01-31-2020 09:11 AM
Decent suggestions, curious if this should perhaps be tied to the SLA process instead? Perhaps for a response SLA?
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‎02-03-2020 06:07 AM
I agree with Allen on this one. Seems to me best practice to use the response sla for this purpose
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‎02-03-2020 06:15 AM
You should only use SLA records if you have an actual SLA in place with an entity.
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‎02-03-2020 06:44 AM
Well, to me, if they're tracking this for some reason, most likely it would be an SLA...and specifically a response one at that.
Only the author would know, but this has enough evidence to support me suggesting what I did.
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‎02-03-2020 12:24 PM
So I was able to do this in 3 different ways. The 2 in which was suggested by you guys and the 3rd being the workflow. I understand there are a lot of mixed opinions and views about which is the best method, but I am struggling to find the best practices. I am still relatively new to the platform (2 months), and I just want to ensure I am doing everything in the correct way.
I definitely appreciate all the feedback and it helps with my learning experiences, but I just want to get a final confirmation that SLA's are the way to go?
