How Can I Get A Report of Tickets Nearing SLA Response Violations?

This How-To article will help TDX Agents to be alerted to tickets nearing SLA violations. 

Overview

There are two ways to be alerted to upcoming SLA Response Violations before they happen: 

  • Check the report in your Group Dashboard
  • Set up email alerts to proactively notify yourself

This article will cover both methods.

How to Check for Upcoming SLA Violations in your Group Dashboard

  1. In TDNext, click on the Home icon at the far left.
  2. Change the dashboard to Group Dashboard in the dropdown. Uploaded Image (Thumbnail)
  3. Scroll down to the card titled "Tickets <1 Day From SLA Resolution Violation (My Group)."

 

How to Set up Email Alerts for Upcoming SLA Violations in your Group

  1. In TDNext, open the Tickets tab. (If you don't see it, click on View Applications -> Tickets) If you're using a different ticketing app, like Human Resources, choose that one.
  2. In the search on the left, look for "Tickets <2 Hours From SLA Response Violation (My Group)."
  3. Click on Actions -> Show Details
  4. Click Actions -> Add Delivery Schedule Uploaded Image (Thumbnail)
  5. Add a new delivery schedule for each time you'd like to receive an update - for example, 9am, 11am, 1pm, and 3pm. Choose to deliver daily. TIP: Uncheck "If the report has no results, send the report anyway" to avoid excess emails.
  6. Now you will receive an email at those times if your group has any tickets at risk of breaking their SLA within the next 2 hours!
     
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