Default SLA workflow email

[jammer]

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?

[jammer]

I appreciate you taking the time to help.   I've learned about some things from your suggestions.

I checked the event log, and the only events I see are sla.warning.   There are no sla.warning.breach events.   I suppose this confirms that the 'breach' email at 100% isn't getting fired.

I'm going to focus on messing with the stop condition on the sla definition to see what effect that may have.

[Michael Fry1]

If you're using the out the box Default SLA workflow, at 100% of the SLA, it triggers an event: sla.warning.breach. That event should be tied to a notification.

Can you confirm the notification is Active and the When to Send is based on event?

[jammer]

Michael,

thanks for the reply.   I checked the properties you suggested and my screens look just like the ones you posted.   I think everything is ok there.

I'm going to focus on messing with the stop condition on the sla definition to see what effect that may have.

[Michael Fry1]

Even though you SLA might not be stopping, the notification should still trigger when the SLA gets to 100%. Did you check the workflow to make sure there were no errors? Access one of your SLA's, and under Related Links > Click Show Workflow

Then confirm they are in Blue, meaning they executed, and not Red, where there is an error:

[jammer]

How do I get to the Task SLA form in order to then see the Workflow?   Need help with the navigation please.  

I can see the SLA associated with the Incident (below), but not sure how to access the details of those specific SLA's.