Automated HaloITSM SLA Breach Digest
Every morning, WebRun opens HaloITSM, finds tickets that have breached or are close to breaching their SLA, creates a Trello card for each so the team can triage, and pings the service desk lead on WhatsApp with the total count and the most urgent one.
How do I catch HaloITSM tickets at risk of breaching SLA each morning?
WebRun checks HaloITSM every morning for tickets that have breached or are within 2 hours of breaching SLA, creates a Trello card for each, and pings the service desk lead on WhatsApp with the count and the most urgent ticket. This gets SLA risk in front of the team at the start of the day instead of surfacing only after a breach is logged.
- SLA-risk tickets are flagged before or right at breach, not after
- The service desk lead gets one clear count instead of scanning the queue
- Breached and near-breach tickets are tracked separately for faster triage
Built for IT service desk teams · ITSM managers · MSPs · internal IT support teams
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
haloitsm.comin a real browser with your saved login - no setup, no API keys. -
1
HaloITSM - find SLA breach or near-breach tickets
haloitsm.com
WebRun opens HaloITSM to find SLA breach or near-breach tickets. - Open HaloITSM and filter tickets by SLA status
- Capture every ticket already breached or within 2 hours of breaching
- Note the assigned technician and priority for each
Done when Every SLA breach or near-breach ticket is listed with its details.
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2
Trello - create a card per ticket
trello.com
WebRun opens Trello to create a card per ticket. - Open the SLA triage board in Trello
- Create a card for each breach or near-breach ticket with its details
- Place breached tickets in a separate column from near-breach ones
Done when A Trello card exists for every SLA breach or near-breach ticket.
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3
WhatsApp - ping the service desk lead
whatsapp.com
WebRun opens WhatsApp to ping the service desk lead. - Message the service desk lead with today's total SLA-risk count
- Include the most urgent ticket's details
- Send this only to your own service desk lead, this is an internal alert
Done when The service desk lead has been alerted with today's SLA-risk count.
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
Does WebRun resolve or reassign the tickets?
No. It only reads SLA status from HaloITSM and reports it. Every ticket is still worked and closed by the assigned technician.
How close to breaching does a ticket have to be to get flagged?
WebRun flags anything already breached or within 2 hours of breaching, reading the live SLA timer straight from HaloITSM.
Does the WhatsApp alert reach anyone outside the team?
No. It goes only to your own service desk lead's number. WebRun never contacts a customer as part of this workflow.
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