Outcome. The moment a ticket's first-response SLA target is missed, the assigned rep and their manager both get an internal alert, instead of the breach only surfacing in a report days later.
Workflow mapEnrollment, branches and actions at a glance
flowchart TD
A[First response SLA status = Overdue] --> B[Notify ticket owner]
A --> C[Notify escalation contact / manager]
A --> D[Create immediate follow-up task for owner]
A --> E[Set SLA breach flag = true]
E --> F{Priority = High?}
F -->|yes| G[Add to Active High-priority SLA breaches list]
F -->|no| H[End]
When to use it / when not to
- Use it when your pipeline has SLA targets configured (per-priority first-response and close-time goals) and you want a real-time nudge, not just a weekly missed-SLA report.
- Use it when tickets sit in a queue longer than they should because no one notices a specific ticket has gone quiet.
- Do not use it without SLA targets configured on the pipeline first; the workflow needs the default SLA properties populated to branch on, see Prerequisites.
- Do not use it as a substitute for the reminder-before-breach workflow (tickets-sla-011); this one fires after the miss, that one fires before it, and you generally want both.
