SLA Breach Notifications for Standard Requests
Since a few months it is possible to define SLA Notification schemes and relate these to the ‘Response and Resolution Targets’ section for incidents with impact ‘Low’, ‘Medium’, ‘High’, and ‘Top’. This is done to notify certain people when an SLA target is about to be breached, so that everything can be done to prevent this from happening. It is now also possible to add SLA Notification schemes to standard service requests in the Service Offering form.
Notification schemes can be set up in the ‘SLA Notification Schemes’ section of the Settings console by a person who has the Service Level Manager or Account Administrator role.