Custom app SLAs

[athavichith]

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. 

[Medi C]

@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.

[athavichith]

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

[Medi C]

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.

[Dr Atul G- LNG]

Hi @athavichith 

In the SLA definition, which flows you are using? 

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