View Service Level Agreement (SLA) Breaches
When a ticket breaches Service Level Agreement (SLA) conditions, the ticket is flagged in the Dashboard and Tickets pages. There is a also a specific Breaches view which filters and displays SLA Breaches only. This is accessible from the View panel in the Tickets page.
The action performed a s a result of the breach is determined by how the SLA is set up in Settings - Service Level Agreement (SLA) - see Creating a Service Level Agreement (SLA). Possible notification options are listed in the Action field of an SLA:
- Raise priority to urgent
- Raise priority to high
- Raise priority to medium
- Notify administrator
- Notify custom email address