How to add sla response (duration) field in notification message

[Niranjan2]

Hi 

In notification message, i would like to include what's the priority of a case along with response time (duration).

Ex: if the case is P1 and Response for it is 15min. Message would be "hey your case is 1-Critical and expect response in 15min. 

[Sumanth16]

Hi @Niranjan2 ,

You could write a script in the notification to print any related SLA info in your email:

<mail_script>
var sla = new GlideRecord('task_sla');
sla.addQuery('task', current.sys_id);
sla.query();
while(sla.next()){
  template.print(sla.time_left + "\n");
  //at this point you can print out any fields from the task_sla table using the sla GlideRecord object looking at the example above
}
</mail_script>

 Note: Ttask has a 1 to many relationship with task SLA and so you have no ability to dot walk to the sla records that are created in task_sla table, also the task_sla record would be created after the task is inserted and so could potentially not be available.
if there will be only 1 SLA that needed to be identified per task, then I would look at moving the notification from your task table to task_sla and triggering on insert of the task_sla record as you can then dot-walk back to your task record to populate all of the details.

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

Thanks & Regards,

Sumanth Meda