I've been asked to set up SLA email warning notifications for tickets that come into a particular group that are High priority. I have it working roughly, except for a couple of issues.
Issue 1: I have an email setup to send based on 3 SLA levels being crossed
Initial Response - Warn (High) - send an email to the group after 30 minutes of no initial response.
Initial Response - Late (High) - send an email to 2 supervisors after 45 minutes of no initial response.
Resolution - Late (High) - send an email to go the group after 2 hours if the incident has not been resolved.
In testing, if I create a high priority incident, and let it stew I get the Warn (High) email at all 3 intervals (warn at 30, late at 45, not resolved at 2 hours), and the Late (High) email on the 45 minute and 2 hour intervals. Is there a way to configure so that each message only goes once (warn at 30, late at 45, not resolved at 2 hours), instead accumulating and being 1 email at the Warn (High), 2 emails at the Late (High) and all 3 emails at Resolution Late (High) thresholds?
Issue 2: if an incident is opened as another priority, then changed to High, i'm not getting any emails, if I edit the incident and change the priority to High. Looking at the incident, the SLA for High priority is set, but already marked as satisfied. Is this because editing the incident, is a Response, therefore already satisfied? Do I need to set up another SLA milestone other than Resolution and Initial Response? Not sure where to go on this
Thanks