Notification to management when SLAs are at risk

Purpose

1.1. Ensure management is proactively alerted when service request SLAs for air compressor repair are at risk, to improve response, resolution, and customer satisfaction.
1.2. Facilitate quicker intervention, real-time SLA monitoring, mitigation of escalations, and data-driven decision making across distributed service teams.
1.3. Provide automatic, seamless actionable notifications to key stakeholders via multiple channels and platforms.
1.4. Maintain accountability, compliance, and service standards by centralizing at-risk ticket awareness for compressed air repair operations.

Trigger Conditions

2.1. Any active service request/ticket for compressor repair where elapsed time surpasses X% threshold of SLA deadline.
2.2. Ticket status remains 'unresolved' or 'open' within Y minutes/hours of SLA cutoff.
2.3. Changes in ticket priority to 'critical' within defined timeframe.
2.4. Absence of technician assignment or response after Z reminders.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: SMS Messaging API – use ‘messages.create()’ to send urgent text alerts to management mobile numbers on trigger.
3.2. SendGrid
• Feature/Setting: Mail Send API – configure ‘/mail/send’ REST endpoint to dispatch at-risk SLA emails to escalation lists.
3.3. Microsoft Teams
• Feature/Setting: Incoming Webhook – set up JSON payload to a channel; notify management group on near-breach.
3.4. Slack
• Feature/Setting: Incoming Webhooks – push structured alert message to #management or #escalation channel.
3.5. PagerDuty
• Feature/Setting: Events API v2 – trigger incident creation with ‘POST /v2/enqueue’.
3.6. ServiceNow
• Feature/Setting: Notification Rules – configure ‘Notify’ on SLA field approaching breach.
3.7. Zendesk
• Feature/Setting: Triggers + Email Targets – set automation for 'SLA breach in X mins' condition.
3.8. Office 365
• Feature/Setting: Power Automate Flows – 'When item is modified' to send mail if SLA is breached.
3.9. Gmail
• Feature/Setting: Gmail API ‘users.messages.send’ – dispatch critical alerts to supervisors' inboxes.
3.10. WhatsApp Business API
• Feature/Setting: ‘messages’ endpoint – send pre-approved template message warning of SLA risk.
3.11. Salesforce
• Feature/Setting: Process Builder + Email Alert/Notification ‘Action’ when SLA is at risk.
3.12. Google Chat
• Feature/Setting: Webhook – post a card message to manager Chat Space.
3.13. Asana
• Feature/Setting: Custom Rule – auto-create task for management when SLA metric hit.
3.14. Jira
• Feature/Setting: Automation Rule – ‘When SLA time remaining < threshold, then alert via comment/email’.
3.15. Freshservice
• Feature/Setting: Workflow Automator – condition: SLA due soon, action: send notification.
3.16. Zoho Desk
• Feature/Setting: SLAs + Alerts – trigger notification to management on breach risk.
3.17. Trello
• Feature/Setting: Butler Automation – create card or send notification when due date approaches.
3.18. HubSpot
• Feature/Setting: Workflow automation – "If SLA deadline < X hrs, then send internal email."
3.19. Monday.com
• Feature/Setting: Automation – notify user/team when "SLA Date" column is within threshold.
3.20. Pipedrive
• Feature/Setting: Workflow Automation – create alert when deal/service ticket surpasses due date.

Benefits

4.1. Management notified before SLA breach, preventing customer escalations and negative reviews.
4.2. Promotes team accountability and KPI tracking.
4.3. Accelerates corrective action and improves service reliability.
4.4. Reduces manual ticket monitoring and workload.
4.5. Enables real-time, multi-channel visibility for distributed service teams.
4.6. Supports compliance for contractual obligations and drives continual process improvement.