---
title: "SLA alias"
description: "Optional: a scenario section with an alias for an SLA breach event."
level: optional
track: sla-alias-entry
prerequisites:
  - ../advanced/use-case-10-tickets-categorizer.md
  - ../basic/use-case-08-macro-section.md
---

# 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](/en/settings/how-to/configure-tickets.md)

## Architecture

```text
[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

1. Scenario Builder → new **section** (for example, `sec_sla_reminder`).
2. Add an **entry point** with alias: `training_sla_reminder` (Latin characters, no spaces).
3. 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

1. Run the scenario via **alias entry** `training_sla_reminder` (not Start).
2. 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 |

→ [Use Case 9 — audit](/en/learn/implementer/training/basic/use-case-09-scenario-audit.md)

---

### Step 3. Link to Settings (overview)

In **Settings → Tickets / Events** (if the section is available in the menu):

1. Create or edit an SLA rule (TFR / TTC).
2. 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)

→ [Configure tickets](/en/settings/how-to/configure-tickets.md)

---

### 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](/en/learn/implementer/training/reference/when-not-scenario.md) — SLA calendars, webhooks outside scenario scope.

## Self-check

- [ ] Alias entry `training_sla_reminder` exists; Runs via alias succeeds
- [ ] No duplicate aliases in the scenario
- [ ] Placeholder MessageKeyboard is shown to the customer
- [ ] Recorded in the result template: alias name for the Settings admin
- [ ] (Optional) connect after reminder with limit edge

## 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](/en/settings/how-to/configure-tickets.md)
- [Use Case 10 — tickets](/en/learn/implementer/training/advanced/use-case-10-tickets-categorizer.md)
- [Broadcast vs alias](/en/learn/implementer/training/concepts.md#broadcast-vs-scenario-entry) — similar entry pattern
- [Test a scenario](/en/scenariobuilder/how-to/test-scenario.md)

**Related optional:** [Ticket events](/en/learn/implementer/training/optional/use-case-ticket-events.md)