scitor.yaml recipe · Pro plan
Escalate a ticket the moment its SLA is breached
Scitor tracks first-response and resolution SLA timers per priority level natively. When one is breached — or just approaching, at a configurable warning threshold — it can apply a label and reassign the ticket, no external automation required.
What this does
sla.escalation.on_warning fires at 80% of the SLA time by default (tune with warning_threshold); on_breach fires once the deadline passes. Each can apply a label, reassign with assign, or both. business_hours is optional — omit it for 24/7 SLA counting, or set it so nights and weekends don't burn down the timer.
What it does not do
SLA tracking requires the Pro plan. It doesn't page anyone by itself — combine the sla:breached label with the PagerDuty integration or the Slack alert recipe if you want an external page or chat message too.
The config
Add this to .github/scitor.yaml.
# .github/scitor.yaml
sla:
first_response:
urgent: 1h
high: 4h
medium: 8h
low: 24h
resolution:
urgent: 4h
high: 1d
medium: 3d
low: 7d
business_hours:
timezone: America/New_York
start: "09:00"
end: "17:00"
days: [mon, tue, wed, thu, fri]
escalation:
on_warning:
- label: "sla:warning" # applied at 80% of SLA time (default)
on_breach:
- label: "sla:breached"
- assign: oncall-teamFull reference: scitor.yaml — SLA configuration
Stop finding out about a breach after the fact
Takes under 5 minutes. Free tier available. No credit card required.