Default SLA workflow email

jammer · ‎02-09-2017

I've been creating Incidents that are using the Default SLA Workflow. Looking at that workflow, I expected to get email notifications at 50%, 75%, and 100% with respect to the breach time.

I'm getting the emails at both the 50% and 75% intervals, but I don't get an email when the 100% mark is reached.

Here's a specific example:

We have a SLA definition (which uses Default SLA Workflow) with a duration of 9 hours. It has a schedule associated with it defining a business day as Monday thru Friday from 8 am to 5 pm.

I created an Incident which uses that SLA definition at 9 am on Wednesday 02/08. Taken into consideration the duration and the schedule, the incident was set to breach on Thursday (02/09) at 9 am. I believe this is correct.

However, I only received emails at the 50 and 75% intervals. I got an email at 1:30 pm on Wednesday (02/08) and another at 3:45 pm on Wednesday (02/08). This is correct.

The Incident breached/expired at 9 am on Thursday (02/09), which is correct, but I did NOT receive an email at this 100% mark.

Is my understanding of the email functionality associated with the Default SLA Workflow incorrect? Why do I not get an email once 100% has elapsed/expired?

Michael Fry1 · ‎02-10-2017

So, I noticed that your workflow isn't quite what comes out of the box. Last thing I can think of to try before sending to HI support. Update the workflow so it looks like out of the box.

The notify assignee:

The notify assignee manager:

View solution in original post

jammer · ‎02-10-2017

I removed the Stop Conditions for testing. There are no Pause or Reset conditions either.

Michael Fry1 · ‎02-10-2017

The only reason that blank workflow would trigger, would be if the conditions are true. Since it was blank, shouldn't be causing any problems.

Did you confirm that you had those 2 events in Event Registry?

jammer · ‎02-10-2017

Yes, those 2 events are in the Event Registry..

Michael Fry1 · ‎02-10-2017

So, I noticed that your workflow isn't quite what comes out of the box. Last thing I can think of to try before sending to HI support. Update the workflow so it looks like out of the box.

The notify assignee:

The notify assignee manager:

Srinivas Balusu · ‎02-10-2017

Can you also try changing your workflow to connect the 'Notify assignee' Events to 'End' using Join, Similar to the OOB workflow Michale shared above.