SLA¶

LogMan.io Alerts checks if your Service Level Agreements are met.

In case of a violation:

a one-time notification sent to a desiganted channel
a record on the ticket's timeline left for future reference

The functionality is available through settings stored in Library at /Alerts/SLA/sla.yaml.

Supported SLA Types¶

responder_assigned

Configuration¶

Note

Make sure notifications are enabled and properly configured first.

Create SLA¶

Create SLA

/Alerts/SLA/sla.yaml

---
define:
type: alerts/sla

SLA:
  SLA_ID113:  # (1)
    type: responder_assigned  # (2)
    level: 4h  # (3)
    description: "Responder must be assigned to a newly created ticket during first 4 hours."  # (4)

Unique SLA identifier
type: check if responder is assigned to the ticket
level: 4 hours
A short user-friendly description of the SLA

Supported age postfixes:

Y: year, respectively 365 days
M: month, respectively 31 days
W: week
D: day
h: hour
m: minute

For example: "3h" (three hours), "5M" (five months), "1Y" (one year) and so on.

Template & Wrapper¶

If not specified, the default templates and wrappers are used for notifications.

To apply custom configurations add section params for a specific notification type for SLA:

/Alerts/Notifications/settings.yaml

---
define:
  type: alerts/notifications

email:
  sla:
    params:
      template: /Templates/Email/Test.md
      wrapper: /Templates/Wrapper/Simple Wrapper.html