Toolathlon

sla-timeout-monitor

Find the support tickets that blew their first-reply deadline, mail every affected customer an apology, and mail each of their account managers one reminder listing their overdue tickets. The deadlines and both email templates are in a handbook — one of ten PDFs in a tarball, and not the only one that looks like an SLA.

Task Prompt

Identify the tickets in the database that have exceeded the initial response time according to the relevant documentation, and send reminder emails—based on the templates mentioned in the manual—to the respective responsible managers, as well as apology emails to all involved users.