Custom app SLAs

athavichith · ‎03-06-2025

I have a custom app extended from the Incident table. I have defined SLA on the custom app. However, it is triggering the SLA notifications on the SLA workflow when the Resolution SLA is at 50%, 75%, or breached.

athavichith · ‎03-12-2025

I set the SLA configuration to run the correct flow for the notifications

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Medi C · ‎03-06-2025

@athavichith
Could you please check which SLA workflow is on your SLA definition?
You may need to duplicate the default SLA workflow, adjust it to your requirements, and set it on your SLA.

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athavichith · ‎03-06-2025

Should I copy the Default SLA flow in the custom app scope?

Medi C · ‎03-06-2025

Yes please! Then you can adjust the percentages for the notifications to be sent out as per your requirements.

You may need to take a look at the notifications as well as they have the percentages written as well.

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Dr Atul G- LNG · ‎03-06-2025

Hi @athavichith

In the SLA definition, which flows you are using?

also, check there is another flow which mapped in SLA table

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