Hi,
I need help with a flow we've set up to send SLA breach notifications. The flow is designed to notify team leads when an incident reaches 70%, 80%, and 100% of its SLA threshold. Interestingly, notifications are successfully sent at 50% and 100%, but nothing is triggered at 70% or 80%.
The flow logic appears to be correct, but I can't pinpoint what might be causing the issue. Has anyone encountered something similar or have any ideas on what could be preventing the notifications from firing at those specific thresholds?
Regards
CarolMa
@CarolMa6 wrote:Hi,
I need help with a flow we've set up to send SLA breach notifications. The flow is designed to notify team leads when an incident reaches 70%, 80%, and 100% of its SLA threshold. Interestingly, notifications are successfully sent at 50% and 100%, but nothing is triggered at 70% or 80%.
The flow logic appears to be correct, but I can't pinpoint what might be causing the issue. Has anyone encountered something similar or have any ideas on what could be preventing the notifications from firing at those specific thresholds?
Regards
CarolMa
Hello @CarolMa6,
This sounds like a known issue—SLA percentage timers at intermediate thresholds (like 70% or 80%) may not trigger if not explicitly configured in the SLA workflow. Double-check that those timers are correctly defined and linked to notifications. Also, verify if any conditions or filters are unintentionally skipping those levels.
Best Regards,
Amy Cross
