Email Notifications when SLA is breached

[pramodkumar]

I had a requirement to Send an email notification when Resolution SLA is breached for incident.

When resolution SLA is breached for incident and then after 1 hour from the breach time a notification needs to be sent. After the notification is sent

and again after 1 hour, needs to check the incident state, if it is open another notification needs to be sent.

I am trying to achieve this from making change to OOB Default SLA workflow. But the issue is once SLA is breached workflow is automatically

cancelled whatever the activity workflow is in.

What is the best way to achieve this because we need to check the incident state for every 1 hour after the SLA is breached

I hope we can achieve this from business rule also.

I am using OOB SLA and also OOB SLA workflow

Can some one help me in achieving this requirement

[harishdasari]

Hi Pramod,

you can create email notification like below and write the scheduled script which should query the incident table for breached tickets.

Now when ever the condition matches the notification will be triggered.

Thanks