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SLA Notify user

Community Alums
Not applicable

‎06-05-2024 07:14 AM

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

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AshishKM
Kilo Patron
Kilo Patron

‎06-05-2024 07:20 AM

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


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