SLA Notify user

[Community Alums]

Hi all,

1. SLA is at 50% of the duration specified in the SLA Definition: Notification is sent to the user in the Assigned to field mentioned in the incident form.
2. SLA is at 75% of the duration specified in the SLA Definition: Notification is sent to the user in the Assigned to field mentioned in the incident form and the manager of the user.
3. SLA is breached: Notification is sent to the user in the Assigned to field mentioned in the incident form and the manager of the user.

I need to achieve this for the all SLA i have created and the SLA timezone is in CST

The OOB default SLA is doing the above mentioned or that is different

[AshishKM]

Hi @Community Alums, 

The OOTB SLA notification already configured for such business case. You need to review those SLA definitaion and notification. 

If any one of SLA/SLA-Notification not as per condition you can create a copy of OOTB and update it accordignly.

Find the ootb first before creating new one.

-Thanks,

AshishKM