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.

Select Communication > Notifications and click ‘Add’.

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’.

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’.

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’.

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

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

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

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’.

To complete the process, click ‘Finish’.

Setting up breached SLA notifications

First, on Clik Service go to Settings > Settings.

Select Communication > Notifications and click ‘Add’.

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’.

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’.

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’.

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

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

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

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’.

To complete the process, click ‘Finish’.