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SLA times

We have SLA times for every requests for priority that users choose. I want to ask can we show or can send e-mail to user this SLA times when he/she open a request.


  • Peter_SettlePeter_Settle Customer Advanced IT Monkey ✭✭✭

    We use notifications to inform the users of the priority associated with the incident.

  • Aybars_KutluturkAybars_Kutluturk Member IT Monkey ✭
    Hi Peter,

    Thanks for your answer. We have times for every ticket regard to its priority. For example for priority 1 we had 2 hours for assignment and 8 hour for resolve. I want to send that when user open a ticket with priorty 1 mail includes these times to inform user.
  • Peter_SettlePeter_Settle Customer Advanced IT Monkey ✭✭✭

    Hi Aybars,

    This is what we are doing already, we have several notifications set in place for each priority.

    We do not however allow users to set priority, instead this is done by the analysts, using the categories to define the call.

    When this has been done the call is assigned a Priority and the user then receives and email advising

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