Is it possible (through a rule or otherwise) to escalate a ticket to another user or team if an SLA has been breached?

Question

Hi friends,Our district is defining service level agreements (SLAs) as they pertain to cybersecurity incidents.This is an important topic for us—and many other schools—as we build out a more robust cybersecurity response plan.We are looking for a means by which, if an SLA in iiQ is breached, affected ticket(s) will be auto-escalated to another user or team.For example:End-user submits iiQ ticket about potential malware on their device.	SLA defines any cybersecurity threat as requiring an agent response within 48 hours.	If agent does not respond to ticket within 48 hours, then SLA has been breached:	Automatically escalate ticket to security team (admin) for review. Is there anything in iiQ’s rules engine that can help us achieve this? I see a condition called “SLA Response Time”, though I’m not sure what other information I would plug in here to achieve the desired results:Maybe something with this SLA condition in the rules engine?Any assistance would be so appreciated! 😊

Kathryn Carter · Accepted Answer

@zigeThank you for being patient for your reply.So the only way an SLA breach will create a ticket/reassign the ticket is through the “on a schedule” trigger! Additionally, I do not believe you will need to have the “filter by business days over” since it will be on aschedule. Let me know if this works for you.😃

Sign up

Login to the community

Scanning file for viruses.

This file cannot be downloaded