SLA warning emails on Response & Resolution

[Vikram3]

How to configure email notifications separately for Response and Resolution? Also it has to be triggered at 75% only.

Thanks in advance.

[Gaurav42]

Hi Vikram, notifications for SLA's get triggered through the workflows attached with them. These workflows trigger an event which further trigger email notifications. I believe you are using out of the box workflows. You need to customise the workflows in case you need to trigger it at 75% only.

[Omkar Mone · Accepted solution]

Hi vikram_7,

When you configure a SLA, you need to attach your custom workflow in which you will trigger a notification after the completion of 75% time of your response & resolution SLA.

Steps :-

1) Create a custom workflow and write a notification on your conditions required(75% breach of time).

2) Create a response SLA and attach your workflow created.

3) Create a resolution SLA and attach the same workflow .

By this your task would be completed.

Mark correct or helpful if it helps you.

Warm Regards,

Omkar Mone

www.DxSherpa.com