Chase tickets before they breach their SLA
Every morning, WebRun opens BMC Helix, finds open tickets whose SLA target lands today or tomorrow, creates a Trello card for the assigned engineer with the ticket details, and writes the day's at-risk count into an Airtable trend table.
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How do I catch support tickets before they breach their SLA?
WebRun opens BMC Helix each morning and finds every open ticket whose SLA target falls today or tomorrow. It creates a Trello card for the assigned engineer with the ticket ID, priority, and time remaining, then logs the day's at-risk count in Airtable so you can see whether the backlog is improving.
- Engineers see at-risk tickets a full day before the target lands
- Every at-risk ticket has one named owner on a Trello card
- A daily at-risk trend in Airtable shows whether the backlog is improving
Built for IT service desks · support managers · ITSM teams · managed service providers
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
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WebRun signs in and gets to work
Opens
www.bmc.comin a real browser with your saved login - no setup, no API keys. -
1
BMC Helix - find tickets nearing SLA
bmc.com
WebRun opens BMC Helix to find tickets nearing SLA. - Open BMC Helix and filter tickets to open and in-progress
- Capture the ones whose SLA target falls today or tomorrow
- Record the ticket ID, priority, requester, assignee, age, and time remaining
- Note any ticket that has sat with no update for more than 24 hours
Done when Every open ticket at risk of breaching is listed with its owner and time remaining.
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2
Trello - open a card for the owner
trello.com How to Automate Trello
WebRun opens Trello to open a card for the owner. - Open the support board in Trello and check the At Risk list
- Create a card for each at-risk ticket with the ID, priority, and hours remaining in the title
- Assign the card to the engineer who owns the ticket and set the due date to the SLA target
- Skip tickets that already have an open card, and move cards for resolved tickets to Done
Done when Every at-risk ticket has one Trello card with an owner and a due date.
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3
Airtable - log the at-risk trend
airtable.com How to Automate Airtable
WebRun opens Airtable to log the at-risk trend. - Open the SLA tracking base in Airtable
- Add one row for today with the at-risk count, the breach count, and the split by priority
- Note which queues and which assignees carried the most at-risk tickets
- Leave a short comment when today's count is well above the running average
Done when Today's at-risk numbers are recorded in the Airtable trend table.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Will it reply to the requester or close tickets?
No. WebRun only reads BMC Helix. It never sends a reply to a requester, never changes a ticket status, and never closes or reassigns anything. Any customer-facing message is left for a human to write and send.
How far ahead does it look?
Today and tomorrow by default, which gives an engineer a full working day to act. You can widen the window to the next 72 hours if your targets run longer, or narrow it to today only.
What stops it creating duplicate Trello cards?
It matches on the ticket ID before creating anything, so a ticket that already has a card is skipped. When the ticket is resolved in Helix, the matching card is moved to Done on the next run.
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