Playbook Trigger: SLA Time Remaining
Daniel Harvey Siemplify Champion
edited November 2020 in Suggest New Ideas
SLA's can become difficult to track the larger the queue grows, and so it would be hugely beneficial if Siemplify Playbooks offered an "x time remaining" trigger for playbooks.
This would make it possible to build a notification playbook that sends an email, sms, or slack message when an SLA is about to expire, and even assign the case to a particular role for the team to then jump on as a priority.
(Example image attached)
Hey @Daniel Harvey
In v6 we are planning to enhance the SLA feature with additional capabilities. As part of the enhancements we will add the option to get a notification (in-app/email) once the SLA is about to expire.
Will be happy to get your opinion, feedback and understand whether it answers the need.