You have just implemented the SLA reminder (before violation expires) and it is a great feature. Unfortunately, the selectable reminder time is limited to 8 hours "before" SLA violation. This might be sufficient for most response time cases but the resolved on time SLA, depending on the ticket priority, would require a much longer time, a week, in our case (for low priority tickets). In our business, problem resolution can be quite lengthy and an 8 hours reminder before sounding the alarm is way too short.
Therefore, I would like to propose an enhancement to this excellent feature so that:
- Selectable SLA due time reminders can be defined in weeks, days, hours and minutes, pretty much like the SLAs are currently defined.
- SLA reminders can be defined separately for each priority level.
Thanks!
Michel
