This article describes how to monitor SLA metrics and configure sending notifications about SLA policy violations.

For this, you can use SLA indexes: If the SLA index for one metric is greater than 1, it means that there is an SLA violation for this metric. The index itself also displays the status of the SLA metric. For example, an index of 0.5 means that 50% of the SLA policy metric time has passed.

Instructions

1. Log in to Swarmica as Administrator

2. Create an Event Action (Outgoing Email) in Settings - Event Actions:

3. On the page that opens, click Create New for Action, configure the email notification, and click Save in the notification settings form.

In the notification text, you can use jinja to display the corresponding entity (ticket, ticket priority, assignee, etc.). Example notification text:

SLA metric 'First response time' violated
Ticket: {{event.ticket}}
Ticket priority: {{event.ticket.priority}}
Assignee: {{event.ticket.assignee}}

4. Turn off the Ignore past events option and set the following conditions:

Event type = Ticket created
Ticket: SLA: <INDEX> ≥ 1.01

Instead of , you need to select the corresponding index for which the notification will be generated.

You can also add 1 or more specific SLA policies to the conditions if you need to send notifications only for a specific SLA policy. For example:

Ticket: SLA: Policy: UID = Highest Priority Clients

4. Change the Status to Enabled and click Save

It should look something like this: