How to create custom notification for when SLA reaches 75%?

JordyZ · ‎01-10-2023

Hi,

I'd like to create a custom notification (message, logo etc) for when SLA has reached 75%. I know that the OOTB notification triggers for both 50% and 75%, but I want mine to only trigger at 75%.

How do I go about working on this? Do I modify the OOTB notification or make an entirely new one and deactivate the OOTB? What are the specific steps?

Thanks in advance.

Edit: I'd also like to create a custom notification for when the SLA breaches. Can someone point me in the right direction?

Community Alums · ‎01-10-2023

Hi @JordyZ ,

There is no point in triggering two notifications which is actually for same purpose. Personally, I would suggest you use the OOTB notification and modify it according to it your need. Having said, I almost get pulled to create a new notification as well. Eventually it's all about sticking to OOTB. So, I would stick to OOTB and modify it.

For the third point, we do have OOTB notification which gets triggered at 100%, which is SLA breach time. You can again use this.

P.S - I was in the similar situation for one of my clients and we decided with OOTB notification.

Please mark helpful/like, if the solution was in line with your expectation.

Regards,

Gagan k

View solution in original post

JordyZ · ‎01-10-2023

Thanks @Tony Chatfield1

JordyZ · ‎01-16-2023

Hi @Community Alums ,

I've modified a copy of the OOTB notification (only the email content) and disabled the original. For some reason, the notification does not work. The SLA's are running fine.

I've checked the event log and it says the default sla flow has been triggered as well as sla.warning.parm, but why is parm 1, which should hold the recipients, empty? That's the reason why I'm not receiving the notification right?

Community Alums · ‎01-16-2023

Hi @JordyZ,

I agree with your point, you can add the recipients and test once, if you haven't already done yet.

Regards,

Gagan k

JordyZ · ‎01-17-2023

Hi @Community Alums, thanks for replying.

How do I manually add the recipients? By adding "Task.Assigned to" to the "Users/groups in field" in the notification's "who will receive" section? I've tried that but still no notification trigger, unfortunately.

edit: I've also tried deactivating my own SLA's and notifications and reactivating the OOB ones, they also don't work.