How to stop the the SLA notification for a tickets under a particular category(see description)

[Vijay Kumar4]

1. I dont want the notification related 'incident has reached 50%, 75%' like that.

I dont want this notification only for tickets under a particulat category.

how to restrict the notification. 

Which notifications send email like , i mentioned above ?

In which mail i have to set condition like 'category is not xyz'.

Please help me.

[Jaspal Singh]

Assuming the first image is from Email log table. Suggest you to open the record & you will find corresponding notification that was used. Accordingly you can alter the condition.

[Musab Rasheed]

Hi,

In Email logs just see which notification is triggering and I'm assuming it should be 'SLA warning' notification and make add condition like below. Don't forgot to mark my answer as correct if that helps.

[Vijay Kumar4]

If i update this condition, Tickets with Database category never trigger the notification, right ?

[Jorn van Beek]

Changing the condition on the notification is a 'quick and dirty' solution.

Better is getting to the source. The notification are triggered by an event that is fired. Best to ensure the event is only fired when needed. The events are fired by the workflow / flow on the sla definition used.

Depending on your companies need, flexibility and future requirements relating this question, you can decide which way to go.