SLA Alerts and/or HTML Automated Reports?

[northwestmsp]

We could really use something to automatically notify our techs when they have tickets that aren't meeting SLAs or a list of tickets with no updates in the last X number of days, etc.

The current automated reports only come in a PDF, no easy link or reference in the body of the email itself... making it less than useful for internal consumption.

This dovetails with automation as a whole... there's a lot right now that we do manually that CommitCRM could/should streamline for us.

[Support Team]

Re: SLA Alerts and/or HTML Automated Reports?

Thank you for posting this.

The Proactive Alerts feature of Alerts Server already allows employees to receive such emails alerts automatically. The rules for these alerts can be defined based on the Ticket Due Date field (which SLAs are based on) as well as the Open Date field.

Such alerts are sent per Ticket so the technician can see the details in the actual body of the email.

Each user can set their own proactive alerts settings under the Tools > Options > Alerts > Proactive Alerts tab.



Hope this helps.