Catch tickets before they breach SLA
Every hour during working hours, WebRun signs in to ServiceNow, lists open incidents whose response or resolution target is close to expiry, sorts them by priority and time remaining, keeps a Trello board showing the live at-risk queue, and sends the on-call group a WhatsApp alert naming the tickets that will breach first.
- No credit card
- Under $0.01 per run
- Cancel anytime
How do I get alerted before a ServiceNow ticket breaches its SLA?
WebRun signs in to ServiceNow every hour, lists open incidents with less than a quarter of their SLA target remaining, and sorts them by priority and time left. It keeps a Trello board mirroring the at-risk queue and sends the on-call group a WhatsApp alert naming the tickets that will breach first.
- Tickets are escalated before the SLA clock runs out, not after
- Unassigned incidents are named every hour until someone owns them
- The at-risk queue lives on a board the whole team can see
Built for IT service desks · support managers · on-call engineers · 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
signon.service-now.comin a real browser with your saved login - no setup, no API keys. -
1
ServiceNow - find incidents close to breaching
servicenow.com
WebRun opens ServiceNow to find incidents close to breaching. - Sign in to ServiceNow and open the incident list filtered to active tickets
- Read the SLA or response target on each open incident and work out the time remaining
- Keep the incidents with less than a quarter of their target left, plus anything already breached
- Capture the number, short description, priority, assignment group, assignee, caller, and time remaining on each
- Note incidents with no assignee, since those are the ones most likely to breach
- Read only. WebRun never updates, reassigns, or resolves a ticket
Done when Every incident close to breaching is listed with its priority, owner, and time remaining.
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2
Trello - keep the at-risk queue current
trello.com How to Automate Trello
WebRun opens Trello to keep the at-risk queue current. - Open your support board and keep one card per at-risk incident in the escalation list
- Put the incident number in the card title and the priority, assignee, and time remaining in the description
- Move cards between the at risk, breaching soon, and breached lists as the clock runs down
- Move a card to done when the incident is resolved or its target is reset in ServiceNow
- Match on the incident number every run so cards are updated instead of duplicated
Done when The Trello board mirrors the live at-risk queue with no duplicate cards.
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3
WhatsApp - alert the on-call group
whatsapp.com How to Automate WhatsApp
WebRun opens WhatsApp to alert the on-call group. - Send the on-call group a short alert naming the tickets that will breach first
- Give each line the incident number, the priority, the minutes remaining, and the assignee or the group holding it
- Call out unassigned incidents separately, since they need an owner before anything else
- Skip the message entirely in an hour where nothing is at risk
- Message the internal on-call group only. WebRun never contacts the person who raised the ticket
Done when The on-call group has this hour's breach warning, or no message when nothing is at risk.
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 update or close tickets in ServiceNow?
No. WebRun reads the incident list and reports what is at risk. It never edits a ticket, never reassigns one, never adds a work note, and never resolves or closes anything. Every ticket action stays with your agents.
Does it contact the person who raised the ticket?
No. The only message it sends is the internal WhatsApp alert to your on-call group, and cards on your own Trello board. Callers hear from a human agent, exactly as they do today.
How close to breach does a ticket have to be?
An incident is at risk when less than a quarter of its response or resolution target remains, and anything already breached is included. You can change that fraction, and unassigned incidents are always called out separately.
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