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?

[Michael Fry1]

You should be able to click on the SLA and get to the form where the Related Links are showing.

In your navigation filter, you can type task_sla.list (enter) and it will pull up the list of Task SLAs. Open any record and look for the Related Links

[jammer]

Still can't get to the form to see SLA details...

After typing task_sla.list, I see my Task SLA

But, when I click on that record, I'm back into the Incident form..

Maybe it's a version thing?   We're using Geneva.

[Michael Fry1]

It's important where you click. If you click on the Incident number, it will open the INC. Click the reference icon, the circled-i before the Incident number.

[jammer]

Ok.   Got it.   The workflow is showing cancelled for those events.  

The workflow history page shows those 2 activities as cancelled as well.

[Michael Fry1]

Those events show Cancelled for a SLA that's not breached yet, correct? But somehow you're still receiving emails? If you look at the Email log, there is a section in the middle of the email it shows Event & Notification, you can see those:

Also, check module Event Registry and make sure you see 2 SLA events: