how to send notification when sla time elapsed

Ansuha Chipuri · ‎09-02-2020

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

Vamshi dhar · ‎09-02-2020

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

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Ansuha Chipuri · ‎09-02-2020

yeah i have tested it. its working fine. Thank you