SLA Violation Mail triggers only once


we use the Ticketing System in KACE SMA.

When a Ticket goes over its Due Date it triggers a SLA Violation Mail. Afterwards we work on the Ticket and change the Due Date again. Sadly the second time the Due Date is overstepped it doesnt trigger a SLA Violation mail again.

Is there a Setting we are missing or is this intended? Can this be changed somehow?


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Answers (2)

Answer Summary:
Posted by: Hobbsy 1 month ago
Red Belt

That is probably because the internal rule to alert only happens when the SLA status changes and once the ticket is set to late you cannot set it back.

In truth this is the best practice way to manage SLA's, namely that if you feel the priority is wrong, change it early on and set the enduser expectations. Changing the priority once the SLA has missed, smacks of trying to mess with you reporting figures rather than managing the ticket correctly.

  • Ok for now the reporting figures are not that relevant for us since we only use this to send notifications for overdue tickets. Is there any way to reset this SLA missed flag, maybe even via database/custom rule sql script? - lsfweigel 1 month ago
Posted by: lsfweigel 3 weeks ago
White Belt

Top Answer

I solved this as well, quick update on how to:

When a Ticket gets over its Due Date it in our case sends a mail and in every case sets its SLA_NOTIFIED Field to the current date. Resetting this Field to its Default Value enables the Ticket to trigger an additional SLA Violation Mail should it overstep the Due Date again. This is how my Custom Rule looks, it triggers on Ticket Save:

AND  HD_TICKET.SLA_NOTIFIED != '0000-00-00 00:00:00'

update HD_TICKET
set HD_TICKET.SLA_NOTIFIED = '0000-00-00 00:00:00'

As you can see if a Ticket is Saved and its Due Date is later than the current date and its SLA_NOTIFIED Flag was set, I simply reset the flag to its default value.

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