We have an SLA breach notice go out for Incidents that are not touched in 48 hours. That is working great.
I noticed today we have an email notification that is active for SLA warnings. But no one ever receives them. Is this something I need to configure in the Incident workflow somewhere? It would be great to active these for warning when SLA is 50% or 24 hours before breach.
Here's my current workflow:
It looks like you are using notifications in your workflow. To use the OOB notification you would need to use the create event and choose to fire off the event sla.warning.
Here is what our sla workflow looks like. Its only a partial as ours start to get really complicated.
Here is what the create event looks like.
You can add SLA warning in same workflow as SLA breach if you haven't do so. What I use is that I created Default SLA workflow, I use SLA percentage timer. Here is example
The percentage timer will verify time requirement from SLA Definition. I set 50% and 75% that will trigger SLA warning. Then last 25%(100%) will trigger SLA breached. In Create Event is where it trigger event sla.warning. sla.warning will trigger SLA notification. In SLA Warning notification, make sure under "When to send" tab have Event name is fired and event name like sla.warning that is triggered from SLA workflow and condition that "task.assigned to" is not empty.
