SLA Notification are designed OOB in Workflow Default SLA Workflow. Navigate to Workflow Editor and search of Default SLA Workflow and you see the Activity as Create Event open after last SLA Percentage timer activity as shown below.
Once you pen the Create Event you can the users in the Parameter 1 & Parameter 2 sections as shown below:
Mark it as Helpful or Correct based on the impact of response
Abdul Azeez
SLA Notification are designed OOB in Workflow Default SLA Workflow. Navigate to Workflow Editor and search of Default SLA Workflow and you see the Activity as Create Event open after last SLA Percentage timer activity as shown below.
Once you pen the Create Event you can the users in the Parameter 1 & Parameter 2 sections as shown below:
Mark it as Helpful or Correct based on the impact of response
Abdul Azeez
If you see the Activites of SLA Percentage Timer thats where it logic where it checks when the SLA going to breach.
If you want to add fields to the notification then go to Notification and filter by using the Event name called in the Workflow activity in the above screenshot the event it is calling sla.warning you will get the notification in which you the event name is mentioned from there you can open the notification and under What will contain tab you can add the fields to the notification body.
Ok. I am able to achieve it. I have some query as I have modified the existing notification Subject line.
when it is 50% it has triggered the notification and again when it is 75% it has also triggered.
But my query is how can query the percentage of the SLA on Subject Line as well as on the HTML Body of the Notification.
It is sending the notification with same subject line "A Response_ServiceDesk_P1 SLA has reached 50% for Incident Number: INC0330127". Is there any possibility to define any query to add before percentage.
