Incident SLA Management in Service Manager


A couple of days ago there was a blog post published on the official Service Manager blog that solves a really annoying problem. The problem was that it wasn’t possible to, out-of-the-box, run incident workflows based on SLA breaches in Service Manager. Using the blogged solution you are now able to do exactly that! This means that you are now able to do notification and apply templates on incidents about to or breaching their SLA. By applying templates you could for instance escalate an incident about to breach its SLA. Isn’t that sweet?!

The posted solution is a joint project that Travis Wright and I have been working on for a couple of weeks. I hope you like it!

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