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

Srinivas Balusu · ‎02-09-2017

Hi,

For me your understanding looks correct.

Can you please check 1. if the manager got an email (to ensure the workflow passed the state) 2.check email logs.

Srinivas Balusu · ‎02-09-2017

Can you also check the workflow history?

jammer · ‎02-09-2017

Thanks for the reply.

The manager did NOT get an email at 100%. However, you mentioned something about the workflow passing the state. Perhaps this is where my confusion is.

We have a start condition on the SLA definition where 'Active is True'.

The stop condition is 'State is not one of Active or True'.

Once I create the Incident, I don't do anything to it. It remains Active until breached. I suppose this means the workflow is never stopped? Could that explain why no email is sent at 100%?

jammer · ‎02-09-2017

I meant to say that the stop condition is 'State is not one of Active or New'