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

No.

You should receive an mail before the workflow stops. These are possible scenarios I can think of right now which you can check.

1. Seems like your workflow has not reached the stage (If you have NOT configured the Default SLA Workflow), you can ignore this.

2. Go to Workflow operations Dashboard and check if there is a Workflow which is in Progress for your Incident (INCXXXX). If you dont find any in progress it says your workflow is completed and now we need to check the SLA's.

3. Open your incident, Check the Task SLA's. It should be in breached since there is no action applied to that incident.

4. Finally go to list of all task sla's and see the status of your SLA (Completed / Cancelled). If it is completed we need to adjust your stop condition.

jammer · ‎02-09-2017

1) We have NOT configured the default sla workflow.

2) There is no workflow for that Incident in the workflow operations dashboard. I assume it is completed, as you suggest above.

3) I opened the Incident and can confirm that it is breached.

4) Can you be more specific about this one? How do I navigate to the list of all task sla's to see the status of my sla?

jammer · ‎02-09-2017

With regard to #4, when I go to SLA Homepage, I can see My Active SLA's.

In that list, I can see my Incident and the stage is 'In Progress'

Srinivas Balusu · ‎02-09-2017

You mean the, The Incident state is : In Progress and Stage of SLA : Breached. Correct?

Srinivas Balusu · ‎02-09-2017

I really don't see any issues. Sorry if I am taking your time to understand and analyze this. I went through the Default workflows and SLA's again and would like to check few more things if you would like to.

1. goto Event Log and see if you have events created under names 'sla.warning' during those times ( 02/08 - 02/09) (Which triggers the notifications to assigned to at 50,70 & 100%) and sla.warning.breach (Send notification to manager). You need to see 3 with sla.warning and 1 with sla.warning.breach. These events helps system to trigger the notifications. Just wanted to make sure these got triggered correctly.