SLA Escalation Rules and Automations
In this guide we will cover: What are SLA Escalation Rules? Configuring SLA Warning Thresholds (1st and 2nd Warnings) Setting Up SLA Breach Notifications Escalating via Workflows AI-Driven Automation Based on Cluster Breach Percentage Related Guides: Service Level Agreements (SLAs) Notifications Quick Actions Modifying and Adding Workflows What are SLA Escalation Rules? HaloITSM allows you […]
Using Category Group as Ticket Rule Criteria
In this guide we will cover: – What is a Category Group? – Creating Category Groups – Creating a Ticket Rule Related Guides: Ticket Categories What is a Category Group? A category group is a way of grouping category values with common themes, and this can then be used to trigger ticket rules. Creating Category […]
Ticket Rules
In this guide we will cover: – Ticket Rules – Creating a Ticket Rule – Criteria – Outcomes – Notifications – Adding OLAs – Manual Ticket Rules – Monitoring Rules Applied to Tickets – Useful Ticket Rule Example Admin Guides: Tickets General Settings Ticket Types Ticket Rules Ticket Rules Ticket rules are a way […]