SLA alias
Optional track — a minimal scenario layer for SLA events. SLA rules are configured in Settings, not in Scenario Builder.
Required permissions and access
| Module / setting | Why you need it |
|---|---|
| Scenario Builder | Section with alias entry for the event |
| Settings → Tickets / Events | Bind the SLA event to the alias |
| Runs | Verify alias entry without duplicates |
| Use Case 10 | Ticket to trigger SLA (optional) |
If you do not have access to Events in Settings — it is enough to create the section in the scenario and self-check the alias in Runs. Binding the event to the alias is done in Settings — make sure you have the right permissions, or contact ConnectiveOne support.
Business context
On an SLA breach (TFR, TTC), the platform can start an additional scenario section — a reminder to the customer, an internal note, or an escalation message. The scenario must contain an alias entry that the event configuration points to.
Expected result
- Section with an alias (for example,
training_sla_reminder) - MessageKeyboard placeholder with reminder text
- Self-check in Runs: alias entry exists, no duplicate aliases
- Understanding: SLA rules — Settings; scenario — only the target alias
Link to other settings: SLA rules and TTC events — Settings → Tickets / Events. Configure tickets
Architecture
[Settings → Events / SLA]
TTC breach event → alias: training_sla_reminder
[Scenario — section sla_reminder]
[Alias entry: training_sla_reminder]
→ MessageKeyboard "Your request needs attention…"
→ End
Step-by-step implementation
Step 1. Section with alias entry
- Scenario Builder → new section (for example,
sec_sla_reminder). - Add an entry point with alias:
training_sla_reminder(Latin characters, no spaces). - Connect MessageKeyboard:
| Parameter | Value (example) |
|---|---|
| Text | “Reminder: your ticket has been waiting longer than expected. We are already working on it.” |
| Button (optional) | “Contact an operator” → connect |
Edges: End or connect with success/limit/error edges.
Step 2. Self-check alias in Runs
- Run the scenario via alias entry
training_sla_reminder(not Start). - Make sure the section runs and the customer sees the placeholder.
| Check | Expectation |
|---|---|
One alias training_sla_reminder |
No second entry with the same name |
| Runs trace | sla_reminder section is visible |
| Unconnected edges | 0 on MessageKeyboard and connect |
Step 3. Link to Settings (overview)
In Settings → Tickets / Events (if the section is available in the menu):
- Create or edit an SLA rule (TFR / TTC).
- In the escalation event, set scenario alias =
training_sla_reminder.
Your role as an integrator: provide the exact alias name and make sure the section exists in the published scenario of the bot linked to tickets.
If logs or Runs show “alias not found”:
- Compare the name in the scenario and in the SLA event configuration
- Check that the scenario is saved and published
- No typo (case, underscore)
Step 4. Optional — connect after the reminder
| connect node_params | Value |
|---|---|
subject_alias |
training_support (or the ticket subject) |
customTextToOperator |
“SLA reminder — customer followed up” |
Edges: success + limit + error.
Troubleshooting
| Symptom | What to check |
|---|---|
| Alias not found | Name in Settings = name in scenario; publish |
| Event does not start the section | SLA rule active; correct bot in Settings |
| Duplicate reminders | one_time in broadcast-like patterns; Events config |
| Runs OK, production — no | Published version vs draft |
→ When it is not the scenario — SLA calendars, webhooks outside scenario scope.
Self-check
Independent task
Create a second alias training_sla_escalation with the text “Level 2 escalation” and describe which Settings event could point to it (TTC vs TFR — 3 sentences).
Reference links
- Configure tickets
- Use Case 10 — tickets
- Broadcast vs alias — similar entry pattern
- Test a scenario
Related optional: Ticket events