SLA Actions run when an SLA Violation occurs
The SLA Violation tag is applied to a ticket when an SLA rule is triggered. The SLA Violation tag cannot be edited or removed from a ticket once it is set.
The SLA Violation Tag
In addition to applying the SLA Violation tag, you may choose to apply other actions after an SLA Violation occurs.
- Assign to - Assign the ticket to one (or more) agents when the SLA Violation occurs. For example, you may want to assign the ticket to a manager or team member.