SLA notifications are sent for more than 100 %

[sharayukasar]

Hi all,

we have a workflow   on "task_sla" table for sending out the notifications   on different percentage (for 25% ,50% ,75% etc). But there are notifications which are sent for 110%,200% etc which is not what client want to receive. as per my understanding there is something that's updating the "task_sla" table, which is why the workflow is triggering again .

I found one Business rule "start workflow" which has current.update(); in it. I think its causing the notifications to be sent on percentage more than 100 % .but that BR is OOB . How to handle this situation??

Thanks in advance

[Alikutty A]

Hi,

Is this a custom workflow that you have added on task_sla table? OOB system provides a default SLA workflow to send notifications on your SLA definitions (contract_sla). Have you checked if both of these are conflicting?

Also what is your start condition on SLA?

Thanks

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[sharayukasar]

Hi ,

Thanks for reply,

yes this is custom workflow on task_sla . I had to create the custom workflow because client needed notifications on different percentage than that of default SLA.

start condition for my SLA is incident state="new /active/pending" and configuration item.service class="different classes of CI " as these are CI based SLA.

I checked for conflict but there is no conflict.

[Alikutty A]

Do you have schedules on your SLA? I do not get the purpose of using a custom SLA, You could just modify the oob workflow or create a copy of it and use it on your SLA. When you go for custom, you need to be very clear on how the SLA fields are populated and its entire process (When it starts, When it stops, When it pauses, what effect schedule have on starting or stopping SLA etc). The oob workflow does all this for you, I suggest you should create a new copy of default sla workflow with different percentage and use it.

Thanks

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[anvesh_v]

Hi shravyu ,

  Could you please share the business rule you can also look into the mail and check whether the email   is coming from notification or the event

Thanks & Regards

Anvesh