<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p id="isPasted"><strong>In this guide we will cover:</strong></p><p><strong>- Hierarchy Used for SLA Hold Reminders</strong></p><p><strong>- Locations to Enable</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Hierarchy Used for SLA Hold Reminders</span></strong></p><p>SLA hold reminders follow a slightly different process from a typical override hierarchy. Instead of one taking precedence over another, disabling one takes precedence over any of the other areas where it is enabled.</p><p><br></p><p>They require every location listed below to be enabled in order for them to be sent to the End-User. If any are disabled, the reminder will not be sent. This means if you wish to send reminders on certain Tickets but not others, they <strong>must </strong>be enabled globally and then enabled/disabled in another area - either Ticket Type, Status, or the SLA used.</p><p><br></p><p><strong>For example:</strong></p><p>If enabled globally, on the Ticket Type, on the Status, but not on the SLA the Ticket uses, the reminder would not be sent.</p><p>If the same Ticket Type and Status was set on another Ticket using a different SLA that does have it enabled, the reminder would be sent.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"></p><p><strong><span style="font-size: 14pt;">Locations to Enable</span></strong></p><p><strong><span style="font-size: 12pt;">Ticket Type</span></strong></p><p>In Configuration > Tickets > Ticket Types, choose a ticket type and go to the "Settings" tab. Set "Enable sending of SLA hold reminders".</p><p><br></p><p>If disabled, any Tickets of this Ticket Type will not send SLA Hold reminders.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE0MzBkOWQzLTUxMTktNGU2NS05YzJjLTdhZjhmZTVkZmI4NSJ9.uEABSPwvoTd7v5mzsIwQ4PLdyoDdNa8NQot7Vzp9Btw" class="fr-fic fr-fil fr-dib" width="762" height="369"></p><p><strong><span style="font-size: 10pt;">Fig 1. Ticket type reminder option.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Status</span></strong></p><p id="isPasted">In Configuration > Tickets > Statuses, choose a status and go to the "Details" tab. Set "Enable sending of SLA hold reminders".</p><p><br></p><p>If disabled, any Tickets using this Status will not send SLA Hold reminders.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUyZDMzMTFjLWRiNDQtNGE4OC1hZjBlLTBmNDVhYTVhZTA4MSJ9.ejc9Tx6Qr2Khw0rF5gm5tPOMLtHp7n_quK8y7E6eAHk" class="fr-fic fr-fil fr-dib" width="346" height="442"></p><p><strong><span style="font-size: 10pt;">Fig 2. Status reminder option.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Service Level Agreement (SLA)</span></strong></p><p id="isPasted">In Configuration > Service Level Agreements > Service Level Agreements, choose an SLA and go to the "Details" tab. Set "Send SLA reminders for Tickets with this SLA".</p><p><br></p><p>If disabled, any Tickets with this SLA will not send SLA Hold reminders.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdjMThmZDMyLWFhNTQtNGU1MC05NTE2LTk4OWY5YWE2OWMwZCJ9.fwh4WXHS9MQN1zN7DvXml02w0hrkcgpGE2veivssC_w" class="fr-fic fr-fil fr-dib" width="760" height="736"></p><p><strong><span style="font-size: 10pt;">Fig 3. SLA reminder option.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Global</span></strong></p><p id="isPasted">In Configuration > Service Level Agreements > General Settings, set "Enable SLA Hold Reminder Emails".</p><p><br></p><p><em><strong>Note: If you wish to send SLA Hold reminders anywhere within your system, this must be enabled globally. As the most general one in this list, it applies throughout the system. </strong></em></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdiMmQwZDA1LTc5ZjItNDBlOC04Y2E3LWJhOTVjYjdjMzZmNiJ9.ZP6Uity9Bm9eHENIEzVJZmSrnNnJHlUsVc2FFQ5QCo8" class="fr-fic fr-fil fr-dib" width="996" height="493"></p><p><strong><span style="font-size: 10pt;">Fig 4. Global reminder option.</span></strong></p><p><br></p>
