Need help with the notification that is triggered when the SLA reaches 75%.

[Pradeepa B]

Hi,

I have created the notification that should trigger when incident sla reaches 75%.

I have created the event and called in the business rule with the condition when actual elapsed percentage is greater then 75%. But this notification is triggering multiple times (e.g., at 75%, 80%, 85%, etc.), Could you please help we to fix this issue?

Thank you

[Anand Kumar P]

Hi @Pradeepa B ,

Percentage > 75% will trigger notification multiple times for 80% and 85% so on …

Update your percentage to greater than or equals to ≥ 75% only triggers for 75%.

If my response helped, please mark it as the accepted solution ✅ and give a thumbs up👍.
Thanks,
Anand

[Pradeepa B]

Hi @Anand Kumar P ,

I have used actual elapse percentage greater then or is, but it's not working.

[James Chun]

Hi @Pradeepa B,

Is there a reason for not using a workflow or flow to trigger these notifications?

There is an OOB workflow/flow (or you can create your own) to trigger notifications which is defined per SLA definition.

If you must use a BR, please share your script.

Cheers