Send notification 1 hour before SLA breaches

dhathrianoop · ‎12-18-2019

I want to send an email to the assigned group 1 hour before SLA breaches.

AbhishekGardade · ‎12-18-2019

No, we cant define conditions directly in notification because notification can be triggered When event is fired or record is inserted or updated.

What you need to do is, you need Create a event(sla.breach.one.hour.before) on task_sla table in event registry and trigger it from run script activity before one hour as below

var breachTime = current.planned_end_time ;

gs.log("breachTime: "+breachTime);

var gdt = new GlideDateTime(breachTime);

gdt.addSeconds(-3600);

gs.log("reminder date:"+gdt);

gs.eventQueueScheduled ("sla.breach.one.hour.before" , current , gs.getUserID(), gs.getUserName(), gdt);

Please mark as Correct Answer and Helpful, if applicable.
Thanks!
Abhishek Gardade
Hexaware Technologies

Thank you,
Abhishek Gardade

View solution in original post

AbhishekGardade · ‎12-18-2019

Check out the "Default SLA Workflow" . You need to configure the conditions in this workflow

Please mark as Correct Answer and Helpful, if applicable.
Thanks!
Abhishek Gardade
Hexaware Technologies

Thank you,
Abhishek Gardade

dhathrianoop · ‎12-18-2019

I have added a timer attached is the screenshot , is it correct?

AbhishekGardade · ‎12-18-2019

Seems correct configured? What result you are getting?

Thank you,
Abhishek Gardade

dhathrianoop · ‎12-18-2019

I need to send notification , Do I need to add notification as well?