Create custom breach notification for when SLA reaches 50 %, 75%, 100% without using OOB workflow

Jay N
Tera Contributor

‎11-01-2023 06:08 AM

Hi Experts, 

 

We have a requirement to send breach notifications to groups/users without touching existing OOB (Default SLA workflow), please post your thoughts/solutions.

 

Thanks, Jay

0 Helpfuls
  • 292 Views
1 REPLY 1

jMarshal
Mega Sage
Mega Sage

‎11-01-2023 07:39 AM - edited ‎11-01-2023 07:40 AM

If the purpose is only to notify users that the SLA is approaching or reaching those thresholds, you could set up extra SLA records which are "dummy" SLAs (ignored/filtered-out of reports that are looking at/for SLA completion/breech), with "durations" which are 50 & 75 percent, that send a specific email notification tailored appropriately.

This is far more complex than editing the SLA workflow (more overhead), but will accomplish your goal of triggering notifications, based on SLA elapsed percentages, without modifying the oob workflow.

0 Helpfuls