TICKET MANAGEMENT
Escalate Imminent SLA Breaches to On-Call via PagerDuty
When a high-priority ticket is predicted to breach SLA within one hour and remains unassigned or untouched, raises a PagerDuty incident so on-call leadership intervenes.
How it runs
The automated pipeline, trigger to output.
- TriggerEvery 10 minutes
- ActionFetch high-priority open tickets from FrontFront
- LogicIsolate tickets breaching within 60 min and untouched
- LogicBranch: any imminent stalled breach?
- ActionOpen or dedupe PagerDuty incident scaled to tierPagerDuty
- OutputRecord escalation in Postgres audit logPostgres
What it does
Watches the most urgent tail of the SLA-breach forecast and escalates the genuinely dangerous cases, tickets about to breach within an hour that nobody has picked up, to PagerDuty on-call.
When to use it
When a missed SLA on a top-tier customer carries contractual or revenue consequences and a Slack ping is not enough. This is the last-resort safety net.
How it works
- 1A schedule fires every 10 minutes.
- 2Pulls open Front conversations filtered to high-priority or premium-SLA tiers.
- 3Computes time-to-breach and isolates tickets predicted to breach within 60 minutes that are still unassigned or have no agent reply.
- 4A branch confirms at least one ticket meets the imminent-and-stalled criteria; otherwise it exits.
- 5Opens (or de-duplicates) a PagerDuty incident with severity scaled to customer tier, embedding ticket link, customer, and minutes remaining.
- 6Records the escalation in Postgres so breach near-misses can be audited and SLA reporting stays honest.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect PagerDutyIncidents, on-call, escalations.
- 3Connect PostgresAny Postgres URL — query, write, migrate.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run this workflow in your colony.
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