how to send notification when sla time elapsed

[Ansuha Chipuri]

Hi all,

I am new to SLA and I have a requirement

set SLA of 2 days for a case to get resolved or else notification sent to managers of agent and to customers.

I have already created a SLA and with start stop and pause conditions. How to notify now?

Thanks in Advance

[Jaspal Singh]

Hi Anusha,

Considering by SLA Stop condition has State is Resolved then you can create a notification on Task SLA (task_sla) table which will trigger notification 

When to Send:

Has breached | changes to | True

Who will receive:

Task.Assigned To.Manager

Task.Opened by

[Vamshi dhar · Accepted solution]

Hi Ansuha,

After Creating SLA Definition, in the SLA Definition form you will find fields named "Workflow" or "Flow". Create your own Workflow/Flow as per your requirement and mention your created Workflow/Flow in that Fields.

You can also Use OOTB Workflow named "SLA notification and escalation workflow", Which Uses Elapsed Percentage to Notify "Assignee" and "Assignee Manager".

Please let me know, if you have further questions.

Please accept/Mark the solution as Helpful, if it fulfills your requirement.

Thanks

Vamshidhar

[Ansuha Chipuri]

Hi Vamshi, I configured this way can you check it once

[Vamshi dhar]

Yeah Exactly what i was talking about.

Can you Test it, by clicking on Test Ui action in Flow Designer and there after by Mentioned the record in which has Beached is "True".

If it's working fine as expected then Activate it and there after mention this flow in the SLA Defination.

Please let me know if you have any questions.

Thanks

Vamshidhar