Level: critical

Purpose: Notify operations that a P1 ticket has been received from a customer in ScottyPro.

Scenario: Alerts when there is a P1 ticket from any customer in Triage. Query checks for P1 tickets in Triage that were created in the previous 12 hours.

Resolution: Triage ticket , move out of Triage state, & start resolving the issue.

Manual Action Steps:

Auto Clear: Will clear when there are no P1 tickets in triage queue.