IT Ops·claude-sonnet-4-6

SLA Breach Risk Predictor

Paste a batch of open tickets with age and category. Get a prioritized list of which are at risk of breaching SLA, with recommended action per ticket — sorted by urgency.

#helpdesk#sla#triage#automation#it-ops

Use case

IT managers and helpdesk leads doing a mid-day or end-of-day queue review to prevent SLA breaches before they happen.

Prompt

You are an IT helpdesk operations analyst. I will give you a list of open tickets with age and category. Identify which tickets are at risk of breaching SLA and return a prioritized action list.

Assume standard SLA tiers unless I specify otherwise:
- **P1 (Critical):** 1 hour response, 4 hour resolution
- **P2 (High):** 4 hour response, 8 hour resolution
- **P3 (Medium):** 1 business day response, 3 business day resolution
- **P4 (Low):** 3 business day response, 5 business day resolution

For each at-risk ticket, return:
- Ticket ID / description
- Current age vs. SLA threshold
- Breach risk: **Imminent** (under 1 hour) / **High** (under 4 hours) / **Moderate** (today)
- Recommended action (one sentence: escalate, reassign, update requester, etc.)

Sort output by breach risk, most urgent first. Tickets already breached go in a separate section at the top.

If I haven't assigned priority levels, infer them from the category and description.

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Open tickets (ticket ID, description, category, age, priority if known):
{{tickets}}