Send 50% and 75% SLA notifications

[MMKK]

Hi All,

I am using default SLA workflow for incident. I would like to send notifications at 50% and 75%.

I have noticed that in default SLA workflow, for both 50% and 75%, the trigger is task.sla.warning. so both the notifications are triggering for me 50% and 75%. What should be my condition in notification for diffrentiating 50% and 75%.

Please help.

[Ankush16]

May add filter on your notifications for Business elapsed percentage. So that for 50% right one is fired  

[Ruhi Jibhyenka1]

Hi,

There is a default SLAworkflow attached to the default SLA.

Default SLAcan be attached to incident table.

Event is already created on default SLAin which the field 'fired by' contains sla workflow activity.

Notification is also created with the selected event.

All you need to do is-

- In notification, in conditions, you can give the condition as business elapsed percentage is 50 and/or  business elapsed percentage is 75.

 Or

- Check out the OOTB default SLA workflow and copy/clone the workflow and make changes according to you and attach the cloned workflow and observe the difference.

Mark Correct if this solves your issue and also mark Helpful if you find my response worthy.

Thanks,

Ruhi.

[Snehal Pawar]

Hi,

Adding SLA Percentage Timer

Navigate to Workflow Editor > Open Default SLA workflow or custom SLA attached to the Incident table.

1. Checkout Workflow
2. Navigate to Core Tab >Timers> Select SLA Percentage Timer
3. Under Activity Properties: SLA Percentage Timer, provide name and percentage.

4.    Ex: Name : "Wait 25 percent of SLA duration, Percentage: 25

                Click on Update

   Note: This will add 25% to the existing 50%, 25%, 25% making total 125%

   Repeat above steps from 1 through 3 until the total SLA is 200%

Thanks,

Snehal.

[Vishal Khandve]

Hi,

 please see the default SLA workflow.

where you will get to know that first sla percentage timer is 50%, at that time it will trigger the event (notification).

after that it goes to second sla percentage timer is 25%(total- 75%). Now second event will trigger.

Thanks,

Vishal