Log ticket SLA breaches into incident docs

When an SLA is breached in LEX Reception, automatically append the breach details to your incident log page in MyCase for team post-mortems.

Try:

See all LEX Reception + MyCase integrations or talk to a human

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How Knit builds this workflow

The Agent researches both APIs and wires the trigger on one side to the action on the other — no pre-built connector required. Here is the vocabulary it has to work with.

LEX Reception Explore LEX Reception →

Triggers

New ticket created

Fires when a new support ticket is created in LEX Reception.

Ticket status changed

Fires when a ticket's status changes in LEX Reception.

Ticket assigned

Fires when a ticket in LEX Reception is assigned to an agent.

SLA breached

Fires when a ticket in LEX Reception breaches its response SLA.

Actions

Create ticket

Creates a new ticket in LEX Reception.

Update ticket status

Updates a ticket's status in LEX Reception.

Assign ticket

Assigns a ticket in LEX Reception to an agent.

Add ticket comment

Posts an internal or public comment on a ticket in LEX Reception.

MyCase Explore MyCase →

Triggers

New page created

Fires when a new page or doc is created in MyCase.

Record added

Fires when a new record is added to a database or table in MyCase.

Doc published

Fires when a doc in MyCase is published or shared.

Status changed

Fires when a status field changes on a record in MyCase.

Actions

Create page from template

Starts a new page in MyCase from a saved template.

Add or update record

Creates or updates a record in MyCase.

Append text

Adds text to the end of an existing doc in MyCase.

Move page

Moves a page in MyCase into a different space.

Create support tickets from published documentation When a new page is created in MyCase, automatically create a tracking ticket in LEX Reception so team members can review and approve it. See details

Update ticket status when documentation status changes When a document's status changes in MyCase, automatically update the corresponding ticket status in LEX Reception to reflect progress. See details

See all LEX Reception + MyCase integrations → · Browse the full workflow library →

Enterprise-grade security

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FAQ

Common questions

Can Knit build “Log ticket SLA breaches into incident docs” between LEX Reception and MyCase?

Yes — describe it in the box above and Knit's Integrations Agent researches LEX Reception and MyCase's public API docs (or your own uploaded docs) and builds a working workflow, whether or not either app already has a pre-built connector.

How long does it take to build?

Minutes to a first working version, not weeks — you test it against real data before it goes anywhere near production.

Why pair MyCase and LEX Reception?

Connecting these apps bridges support operations and knowledge management, allowing support tickets and team documentation to stay synchronized effortlessly.

Can SLA warnings in LEX Reception alert our team inside MyCase?

When an SLA is breached in LEX Reception, you can automatically append warning details or update project records in MyCase to escalate the issue.