When a Ticket SLA Is Breached

Based on Calendar or Business hours

This trigger is fired when a ticket SLA is breached at a particular approval stage. The trigger outputs the full ticket details including the SLA breach data.

Triggers can only be configured per stage.

Below is an illustration of how to set up a trigger for a particular stage.

Zapier

Select event

Select the process. Once the process has been chosen, the stages under the selected process will be loaded for you to select.

Selecting the stage

Proceed to test the step to finish setting up the zap.

Testing the step

Make

Select a trigger

Choose an existing webhook or create a new one.

Select a hook

Select the process. Once the process has been chosen, the stages under the selected process will be loaded for you to select.

Creating a new webhook trigger

Click on the run once button and proceed to let a ticket to breach SLA. The trigger will only be activated if the ticket is of the stage selected. The trigger should pick up the data structure for use in subsequent stages

Testing trigger

Power Automate

Select trigger

Select the process. Once the process has been chosen, the stages under the selected process will be loaded for you to select.

Select the trigger stage

Regardless of the platform, the "When a Ticket SLA Is Breached" trigger returns the following data structure

{
  "id": "312",
  "ticket_id": "312",
  "process_name": "Overtime Approvals",
  "stage_name": "HR Approval",
  "sla_metrix": "CALENDAR",
  "sla_breach_duration": "0 days, 0 hours, 1 minutes",
  "date_created": "2023-10-07T00:23:15+03:00",
  "date_breached": "2023-10-07T00:25:02+03:00",
  "view_link": "https://ozyapprovals.com/index.php/account/user/views/browse/4",
  "stage_approvers": "[e-mail]"
}

Sample of email that is sent out when SLA is breached