Supervisor rule to alert (send email) BEFORE SLA policy is violated

This is the same rule that I've been working out for quiet some time now.. And can't seem to find the right rule properties for this kind of feature..

This has been an ongoing nightmare for me with many wasted hours... I have found the solution!

See the attached image... It's remarkably simple. Face. Palm.

Thanks Jim Blinkhorn for the insights. I didn't know we could use a -(negative) sign on the rule properties. This really helped.

By the way what's the two condition which is "the greater than and the less than" ?

Hi Steve,

It only occurred to me yesterday that negatives might be a viable number entry for this filter. Initially I had the greater than and less than conditions reversed as that makes sense mathematically, however it wasn't working. This setup will provide an alert when a ticket hits 24hrs to SLA breach, I have given a 2hr window as Supervisor only runs once an hour.

I'm not 100% convinced of the efficacy of this method, but I had two successful notifications yesterday while testing.

I have just received confirmation from FD support that they are in fact looking at implementing an easier way to do this but due to the nature of their implementation it will take some time. Why that is, is beyond me... Seems like it would be a fairly trivial change on their current drop downs.

Hi Jim,

Thanks for this information. I've been working on this kind of "Proactive" Supervisory also lately. And I had a confirmation with the support that a proactive notification feature is not yet available into the freshdesk system. Hopefully they'll be able to implement those proactive SLA NOTIFICATION rules as soon as possible. Kindly keep me posted if you're able to solve our "PRO-ACTIVE SLA NOTIFICATION PUZZLE" Thanks!

The above listed method works, I just received a successful notification albeit 26hrs before the due time (adjust the filter to 22/24hrs)... This is less likely to work on shorter SLA's but could easily be reduced as low as 1/3hrs.

My apologies everyone! I just took another look at my screenshot and realised some critical information is cut off. Undoubtably most of you figured out pretty quickly that the first to conditions apply to 'Hours since ticket overdue', but I figured I should probably clarify :-)

Hi Jim

Thanks for this update. Regarding about your statement below:

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The above listed method works, I just received a successful notification albeit 26hrs before the due time (adjust the filter to 22/24hrs)... This is less likely to work on shorter SLA's but could easily be reduced as low as 1/3hrs.

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Is it -22/-24 hrs in the filter or 22/24?

Sorry, all values should be negative :-)

@ Jim, That's a great hack that you have found. We are going to put this on our tips and tricks !

@ Tor,We are working on a reminder that triggers before an SLA policy is violated. Will keep you updated with the progress.