Why It Matters
While your SLA targets define the timeline, escalations decide the consequences. Setting up proper escalations automates the reaction like notifying a manager or reassigning a ticket when a deadline approaches or officially breaches, ensuring critical requests are never ignored.
How to Set It Up
- Access the Configuration: As detailed in our guide on [Creating and Scoping SLA Policies], escalations are built directly into the SLA policy itself. Navigate to Setup → SLA Policies, open an existing policy (or create a new one), and proceed to the Add Actions & Escalations section.
- Define Escalation Levels: Set your specific time-based triggers by selecting the relevant Targets and entering the Triggers (e.g., 10 minutes after breach).
- Set Conditions: Apply the specific Criteria and Conditions to dictate exactly when this particular escalation should fire.
- Configure Actions: Define the actions AssetSonar should execute when the escalation threshold is reached by clicking Add Action. Along with actions such as reassigning a ticket or updating its priority, you can send targeted SLA emails to the people responsible for the ticket.
- For email notifications, select Send Email and then select either or both Assignee and Observer.
- After selecting an email action, click Configure Email to customize the message sent to that recipient. AssetSonar provides a default email template that you can edit instead of creating the message from scratch.
- You can customize the email subject and body using dynamic variables such as:
- {ticket.id}
- {ticket.subject}
- {ticket.priority}
- {ticket.assignee}
- {ticket.url}
- {sla.breached_at}
- These variables automatically populate the relevant ticket and SLA information when the email is sent. At least one recipient must be configured before the email action can be saved.
Next Steps
Create a test SLA escalation and add Send Email to Assignee, Send Email to Observer, or both. Customize the email using a ticket variable such as {ticket.id} or {ticket.url}, then trigger the escalation on a test ticket to verify that the intended recipient receives the correct message.
