Configuring SLA Workflow Notifications
Workflows in Rev.io PSA can be configured to automatically send notifications when SLA thresholds are reached on tickets. This allows your team to stay informed and take action when tickets are approaching or have exceeded their response or resolution targets. Four SLA-specific triggering events are available when creating a workflow.
See the Create/Edit Workflows article for general information on creating and configuring workflows.
SLA Triggering Events
When creating a workflow, select one of the following SLA triggering events from the Triggering Event dropdown in the Name & Triggering Event step.
| No. | Label | Definition |
| 1 | Response SLA Escalation Breached | Triggered when the response SLA escalation threshold has been reached on a ticket. |
| 2 | Resolution SLA Escalation Breached | Triggered when the resolution SLA escalation threshold has been reached on a ticket. |
| 3 | Response SLA Target Breached | Triggered when the response SLA target threshold has been reached on a ticket. |
| 4 | Resolution SLA Target Breached | Triggered when the resolution SLA target threshold has been reached on a ticket. |
Recommended Use
- Use Response SLA Escalation Breached and Resolution SLA Escalation Breached to send early warning notifications before a target is missed, giving your team an opportunity to act before the SLA is breached.
- Use Response SLA Target Breached and Resolution SLA Target Breached to send notifications when a ticket has already exceeded its SLA target, so the appropriate team members are alerted immediately.
| NOTE: SLA escalation and target thresholds are defined in the SLA policy assigned to the customer. See the Create/Edit SLA Policies article for more information. |