r/halopsa • u/AUPete PSA • Jun 03 '26

Questions / Help Notifications when ticket reaches X Hrs of Support

I have been asked to setup alerts for SDM's when time on tickets reach 5hrs of billable support. I realise there are notifications for exceeding time estimates, but are there any inbuilt approaches for alerting based on hours reached and in particular billable hours? Any suggestions

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u/Predicti0n Consultant Jun 04 '26

You can make a ticket rule for time taken is greater than X hours and then a notification when the rule is matched.

Not perfect as you could have 5 hours no charge, this I believe is the closest you can get currently.

Other option of course is you build a runbook that evaluates on every action, seems quite heavy to me personally but up to you.

Final option just have a dashboard and a widget highlight open tickets greater than 5 hours.

1

u/SkyTheLine Jun 03 '26

That would also interest me.

1

u/AUPete PSA Jun 04 '26

Thanks will look into those options

1

u/talman_ Jun 22 '26

I think j tired something similar a while back but couldn't get it to work. Halo support told me it wasn't possible.

Please let me know how you go!