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Creating Service Level Agreement Notifications

This article will show you how to create a notification when a service level agreement (SLA) trigger point has occurred and when the SLA has been breached.

This will help you ensure the right people are contacted in your company to act on these notifications. Please check our SLA article on how to set up SLAs.

 

Setting up triggered SLA notifications

First, we will show how to set up a notification for when an SLA trigger point has occurred.

In Clik Service go to Settings > Settings.

clik service settings, settings

Select Communication > Notifications and click ‘Add’.

notification commiuncation settings

Next, filter the modules by searching and selecting ‘Job’.

You can also give your notification a title, in this case, ‘SLA Trigger Notification’.

Once you’re happy, click ‘Next’.

notification module

Now it’s time to create the trigger for the notification to work. In this case, it will be when the SLA trigger time is breached.

For the trigger property, select the ‘Yes/No’ dropdown and choose ‘SLA Triggered Breached’. Then change the type to the ‘=’ sign and the condition to ‘Yes’.

Once you’re happy, click ‘Next’.

adding notification triggers

Once this has been set, we can decide on the type of action that will be used when the trigger has occurred. The action can be an internal message, email, SMS or a Microsoft Teams notification.

In this example, we will do an internal message. Select ‘Add New Action’ and select ‘Internal’.

adding internal property actions

Next, you can decide if you want this notification sent at a specific time. In this case, we want it to be ‘Any Time’.

notification send time

Now it’s time to configure the message. Click ‘Configure’.

configure notification message

First, add the staff member you want to get the notification by clicking on ‘Add Recipient’ and selecting the staff member.

adding recipients to notifications

Now we can create the text we want to show by using text and tags. Tags will display the information from a product.

To select a tag, click on ‘Insert Tags’ and select the tag you require. Below is an example of a text message you might want to send out. Click ‘OK’.

notification message with tags

To complete the process, click ‘Finish’.

finish notification setup

 

Setting up breached SLA notifications

First, on Clik Service go to Settings > Settings.

clik service settings, settings

Select Communication > Notifications and click ‘Add’.

notification communciation settings

Next, filter the modules by searching and selecting ‘Job’.

You can also give your notification a title. In this case, “SLA Breached”.

Once you’re happy, click ‘Next’.

notification setup module and title

Now it’s time to create the trigger for the notification to work. In this case, it will be when the SLA trigger time is breached.

For the trigger property select the ‘Yes/No’ dropdown and choose ‘SLA Breached’. Then change the type to the ‘=’ sign and the condition to ‘Yes’.

selecting notification trigger property

Now this has been set, we can decide on the type of action that will be used when the trigger occurs.

The action can be an internal message, email, SMS or a Microsoft Teams notification. In this example, we will do an internal message. Select ‘Add New Action’ and select ‘Internal’.

select notification property action

Next, you can decide if you want this notification sent at a certain time. In this case, we want it to be ‘Any Time’.

notification property action time

Now it’s time to configure the message, click ‘Configure’.

configure notification action message

First, add the staff member you want to receive the notification by clicking on ‘Add Recipient’ and selecting the staff member.

adding notification message recipients

Now we can create the text we want to show by using text and tags. Tags will display the information from a product.

To select a tag click on ‘Insert Tags’ and select the tag you require. Below is an example of a text message you may send out. Click ‘OK’.

notification message with tags

To complete the process, click ‘Finish’.

Clik Service

Clik Service

Notifications & Reminders

Creating Action List Notifications
Clik Service

Clik Service

Notifications & Reminders

Viewing Certificate Reminders

Notifications & Reminders

  • Setting Up Notifications [Video]
  • Creating Email Notifications
  • Creating Internal Notifications
  • Creating Text Notifications
  • Setting Up Microsoft Teams Notifications
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