SLA % reached notification for (50,75,100)

CV1
Tera Contributor

2 hours ago

Hello all ,
We have a requirement to create SLA % reached  notifications for few groups.
Observed there is OOB 
workflow : "Default SLA Workflow"  that calls event : "sla.warning.parm"  that calls notification : "SLA warning Parm"  

we copied the oob notification :SLA warning Parm"   , as SLA warning Parm - Test" added the roups to the conditions  and then deactivated the OOB notificatio...

Tested by creating incidents assigned to the groups but donot see the notification triggered.

OOB notification would have subject line like :
SLA "Incident Restore P3" associated with INC01037365 has reached 75.01%
Attaching screen shot
Please advise how to achieve this.

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1 REPLY 1

Itallo Brandão
Giga Guru

22m ago

Hi CV1,

The issue is likely not with the Notification itself, but with the upstream Event or the Conditions (Dot-walking).

SLA Notifications work in a chain: SLA Definition -> Workflow triggers Event -> Notification reacts to Event.

Here is how to troubleshoot and fix it:

Step 1: Check the Event Log (Crucial) We need to know if the system is even trying to send it.

  1. Create your test Incident.

  2. Wait for the SLA to cross 50%.

  3. Go to System Policy > Events > Event Log.

  4. Search for Name = sla.warning.parm.

    • If the event IS NOT there: The issue is your SLA Definition. It is probably not using the "Default SLA Workflow". Check the "Workflow" field on your SLA Definition.

    • If the event IS there: The issue is your Notification Conditions.

Step 2: Check Notification Conditions (Dot-Walking) You mentioned you added groups to the conditions.

  • The Notification runs on the task_sla table.

  • The task_sla table does not have an "Assignment Group" field directly; it links to the Task.

  • The Fix: Ensure your condition is Dot-Walked correctly:

    • Show Related Fields -> Task => Task fields -> Assignment Group.

    • Condition should look like: Task.Assignment Group is [Your Group].

Step 3: Verify the Percentages (50, 75, 100) The OOB "Default SLA Workflow" is hardcoded to fire events at specific times.

  1. Open Workflow Editor -> Default SLA Workflow.

  2. Look at the Activities.

    • You will typically see timers for 50% and 75% triggering the sla.warning.parm event.

    • Note for 100%: The OOB workflow usually does not fire sla.warning.parm at 100%. At 100%, the SLA is marked as "Breached". You might need to look for a different event (like sla.breached) or edit the Workflow to add a specific event at 100% if you want the exact same notification body.

Summary Fix: If the event is firing, fix your condition to point to Task.Assignment Group.


If this response helps you solve the issue, please mark it as Accepted Solution.

Best regards,
Brandão.

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