SLA breach triggered notification

[NeelyC]

my notification email is not being sent to the recipient for some reason.

SLA is configured correctly but notification is not being triggered.

my notification is configured as followed:

[GlideFather]

The SLA is for Response, how about the Resolution, cannot be any difference in that?

[NeelyC]

hi,

i tried this now. nothing happens 😓

[GlideFather]

That's strange, let's try to debug..

change the trigger condition, for example to be ALWAYS triggered, to see if it will fire the notification or not, then you can play with the exact conditions to see..

For now, try to have condition "[SLA is breach] == [true]", just this, retry to create new record wait for the testing period of 1 minute and check the email logs.

Then you will know little more, then try to change it to "[SLA definition] == [New mobile issue]..

You will see if it is fired for one or another and then you can step by step search for the optimal state, let me know.

PS: how do you verify the notification being sent? it might be deactivated in non-PROD environment, so check the Email logs. is that what you do?

[Nikhil Bajaj9]

Hi @NeelyC ,

Please check 2 things- First check if these check boxes are checked and secodn thing - you are sending it to Task Assignment group Manager - so please check that assignment group has any valid manager.

If my answer helped you in any ways, please mark it Solution accepted and helpful.

Regards,

Nikhil Bajaj

[GlideFather]

@Nikhil Bajaj9 
You are absolutely right with this and you can also funnel all the emails into one account from the Email Properties:

But be very careful because ALL emails will go there 😄 it's good to use some mailbox created just for this purpose and unlinked it when the testing is over...