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

That is incorrect. I created an Incident this morning with a 20 minute duration for test purposes. I created it at 8:50 am, so it breached at 9:10 am. Once again, I got the 50 and 75% emails, but not the 100% email.

Michael Fry1 · ‎02-10-2017

Can you post screen shot of SLA definition.

jammer · ‎02-10-2017

jammer · ‎02-10-2017

I think it's puzzling that another workflow (KUMC - Blank SLA) is appearing in the workflow history. That workflow is not associated with the SLA definition, as you can see in previous screenshot. In fact, it's a workflow that only has a Begin and End, no activities. I think it's a dummy workflow somebody here created and never used.

Any idea as to why the KUMC - Blank SLA workflow is executing along with the Default SLA Workflow? I don't think it's the cause for the email problem, but I would like to know why that secondary workflow is running when the SLA definition clearly says to use the Default SLA Workflow.

Michael Fry1 · ‎02-10-2017

What's you Stop conditions?