Hi, Mayank.
Thanks for the suggestion but I'm not sure that the work centers you mentioned can address our requirements since they seem to be geared towards system health monitoring. What we need is something similar to the SLA escalation actions/conditions but I’m not sure how to implement the ff. requirements into expressions:
- If incident ticket priority is High and time elapsed from ticket creation is 15 minutes, 30 minutes, 1 hour, 3 hours, 5 hours, n hours while the ticket is open (24/7 notifications)
- If incident ticket priority is Medium and time elapsed from ticket creation is 2 hours, 3 hours, 4 hours (during office hours)
- If incident ticket priority is Low and mandays elapsed from ticket creation is 3 mandays, 4 mandays (during office hours)
Regards,
Theresa