Custom SLA warning notification not triggering

[JordyZ]

Hi,

I've modified a copy of the OOTB SLA notification (the one that gives a warning at 50% and 75% of SLA) and disabled the original (only changed the content of the email, nothing else. For some reason, the notification does not work. I should note that I've made the SLA's myself and deactivated the OOTB ones. They run fine, however. 

I've checked the event log and it says the default SLA flow has been triggered as well as sla.warning.parm, but why is parm 1, which should hold the recipients, empty? That's the reason why I'm not receiving the notification right?

If any extra information or screenshots are needed, let me know. Thanks in advance.

[Tony Chatfield1 · Accepted solution]

Hi, unfortunately there is not a lot that can be diagnosed from screenshots, but superficially your SLA definition seems ok. Have you compared your custom SLA definition with OOB examples? I would check xml of xml of the SLA definitions and ensure that the 'Default SLA Flow' is the same record\has the same sys_id, also as anyone made changes to the OOB Default Flow, as this seems the second most likely cause of your issue.

[JordyZ]

Hi @Tony Chatfield1, thanks for the reply. How do I go about checking the XML of the SLA definitions? 

No changes have been made to the OOB default flow.

The strange thing is that even after deactivating my custom SLA's and notifications and reactivating the OOB ones, I'm still getting no notification. I'm confused.

[Tony Chatfield1]

Looking at your second screenshot, it appears to be of event log? and shows the sysevent has no parm1 or parm2, this is why your notification is not triggered correctly and you need to review and understand how\why this behavior is occurring in your instance.

If you right click a records form or list view headers the menu has an option for show xml.
I would first check that an sla that functions correctly and one that doesn't have the same sys_id for the flow involved. If all SLA's are no longer triggering sysevents with populated parameters, then you need to look at the triggered flow and work out what has been changed in your instance.