Response SLA notification

[Mayur Patil2]

Hello Developers,

I am working on SLA notification and I have one query for response and resolution SLA.

I am using "Default SLA Workflow" for P2 response and resolution, here I test this SLA and it is working fine. Also, if P2 resolution is above 50% then sla warning notification is getting triggered. But if P2 response  is above 50% then no notification is getting triggered. 

If this is correct ootb functionality then please let me know how we can send notifications at P2 response breach

Thank you

Mayur

[Robbie]

Hi @Mayur Patil2,

Diagnosing emails can sometimes be tricky, but check the following points as a 1st and initial approach.

- Check the assocaited email notification ('SLA warning Parm') is active.

- Check the event ('sla.warning.breach') that should be triggered is fired. Navigate to the 'Event log' and check you see the event, and importantly check that the event has as sys_id of a user within the 1st parameter.

- Additionally, check the user (Assigned to field) of the task that is 50% complete has the same sys_id as the parm1 of the event triggered and the user is active and has their notifications enabled / has not blocked the notification.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.

Thanks, Robbie

[Mayur Patil2]

Hi @Robbie ,

Please find detailed explanation of the problem that I am facing in below link.

https://www.servicenow.com/community/developer-forum/response-sla-notification/m-p/2973405#M1125509

[Robbie]

@Mayur Patil2,

Can you try the following please.

- First, strip back the email temp and remove all the formatting and javascript / calls to scripts etc and simply add a standard string text. (No formatting or coding around it for testing). The reasoning behind this is because if any issues are thrown in the email scripts or formatting or code, it can cause an issue and prevent an email from sending.

- Secondly, can you check the event log (Type 'Event log' into the Navigation menu) and check the event is in fact being triggered.

These steps will help try to isolate where the issue is.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.

Thanks, Robbie

[DeepakK88645261]

I'm also encountering this issue. I believe notifications aren't being triggered for Response SLAs. While all SLA-based notifications should typically be sent to the "Assigned To" user, Response SLAs should only be marked as complete when the "Assigned To" field is populated. Currently, if a Response SLA is breached, the "Assigned To" remains empty as per the SLA definition, there's no recipient for the notification, resulting in no notification being sent.