🎫 Orchestrate incident SLA escalations from webhook intake via HTTP actions
⚡ 0 views · 🎫 Ticket Management & Triage
Description
Quick overview
This workflow receives incident or ticket data via webhook, calculates SLA response and resolution deadlines, determines breach risk, and triggers a multi-level escalation chain via HTTP requests before returning an orchestration report to the caller.
How it works
- Receives an incident or ticket payload through a POST webhook endpoint.
- Validates required fields, derives a ticket ID, and calculates SLA response and resolution deadlines based on severity.
- Compares the current time to the SLA deadlines to classify the ticket as on-track, at-risk, or breached.
- Builds an escalation plan that selects which escalation levels (1–3) to execute based on severity and breach status.
- Runs Level 1–3 escalation actions as HTTP POST requests (with short waits between levels) and records the status code result of each executed level.
- Aggregates the breach details and executed actions into a final orchestration report and returns it in the webhook response (200 on success, 207 on partial failure).
Setup
- Activate the workflow and copy the webhook URL from the webhook node, then configure your ticketing/incident system to POST incidents to it.
- Update the Level 1–3 HTTP Request URLs to point to your real notification, paging, or ticketing endpoints (the template defaults to httpbin.org).
- Confirm the expected request payload fields (for example title, severity/priority, createdAt, assignee, and customer) match what your source system sends, and adjust the SLA targets and at-risk threshold in the SLA calculation code if needed.
- If your endpoints require authentication, add the necessary HTTP credentials/headers to the Level 1–3 HTTP Request steps.
🔗 Nodes Used
HTTP Request, Webhook
📥 Import
Download workflow.json and import into n8n:
Workflow menu → Import from File