List SLA Alerts
list_sla_alertsList SLA alerts for breached or soon-to-breach tickets, ordered by urgency, and choose tickets by scope, view, or query so teams can prioritize at-risk requests.
Instructions
List the SLA metrics that are breached or about to breach across a set of tickets, most urgent first. Pick the set with exactly one of scope (mine, my_groups or all unsolved tickets), view (a Zendesk view by title or id) or query (any Zendesk ticket search). Each running metric that is breached, or closer to its breach than its CRITICAL or WARNING threshold, is one line under BREACHED, CRITICAL or WARNING, soonest breach first, with the ticket id, metric, time left or overdue, subject, status and priority; paused and achieved metrics never appear. Thresholds are per metric family (reply metrics vs every other metric), the caller's own when set with configure_sla_alerts, else the server's; warning and critical override them for this call only. When no set is given the client may be asked which one, otherwise it defaults to the caller's own tickets and says so; on a user's first call the thresholds are shown too (in that form, or in the reply), and thresholds edited there apply to this call only. Never changes Zendesk; its one side effect is remembering, in this connector's own per-user state, that the user has been shown the thresholds. Results are cached per user for about a minute, and a set larger than a few hundred tickets is read in part, with a notice. For one ticket's full SLA state use get_ticket; for elapsed times use get_ticket_metrics.
Input Schema
| Name | Required | Description | Default |
|---|---|---|---|
| view | No | A Zendesk view to check, by its exact title (matched case-insensitively) or numeric id, as listed by list_views. Use instead of scope or query. | |
| query | No | A Zendesk ticket search query selecting the tickets to check, e.g. "status<solved priority:urgent" or "organization:acme status<solved"; "type:ticket" is added automatically. Use instead of scope or view. | |
| scope | No | A named set of unsolved tickets: "mine" (assigned to you), "my_groups" (in any group you belong to) or "all" (the whole account, as far as your role sees it). Use instead of view or query. | |
| within | No | Only list alerts breaching within this time from now (breached ones aside, see include_breached). A readable duration: 30m, 4h, 2d, 1w, or a mix like 1d4h. Omit to list everything inside the thresholds. | |
| warning | No | Override the WARNING threshold of every metric family for this call only: how much time left before a breach counts as a warning. Given alone, a family's critical threshold is lowered to it where longer. A readable duration: 30m, 4h, 2d, 1w, or a mix like 1d4h. | |
| critical | No | Override the CRITICAL threshold of every metric family for this call only. Given alone, a family's warning threshold is raised to it where shorter; given with warning, it must not exceed it. A readable duration: 30m, 4h, 2d, 1w, or a mix like 1d4h. | |
| include_breached | No | Whether to list metrics already past their deadline (BREACHED). Defaults to true; set false to see only what can still be saved. |