View Service Level Agreement (SLA) Breaches

When a ticket breaches Service Level Agreement (SLA) conditions, the ticket is flagged in the Dashboard and Tickets pages. There is a also a specific Breaches view which filters and displays SLA Breaches only. This is accessible from the View panel in the Tickets page.

The action performed a s a result of the breach is determined by how the SLA is set up in Settings - Service Level Agreement (SLA) - see Creating a Service Level Agreement (SLA). Possible notification options are listed in the Action field of an SLA:

• Raise priority to urgent
• Raise priority to high
• Raise priority to medium
• Notify administrator
• Notify custom email address