SLA Warning Notifications

[Anna L]

One of the requirements I am trying to build is disable SLA warning notifications for P1 and P2 incidents and enable it only for P3 incidents (also, add an option to unsubscribe for P3). Does anyone know how best to configure this?

[Chuck Tomasi]

Hi Ronald,

If the notification is being generated from a workflow notification activity, you can set a filter on that activity to ignore P1 and P2.

If it is being generated by a Create Event activity, check the notification that reacts to that event (under System Notification> Notification) and set the filter there. There is also a "Subscribable" checkbox on that form.

Email Notifications - ServiceNow Wiki

[Anna L]

Thanks Chuck. I was able to figure out the subscribe checkbox. Also, the notification is being generated by "Create Event" activity. I have set the filter by dot walking to task fields>Priority and setting the filter is Priority is one of Med or Low. Does that sound correct considering I am talking about Incident Priority for which SLA is triggered?

[rajeevlochan82 · Accepted solution]

You can set the Filter in SLA Breach Notification. Expand the related fields and go to Task fields , you should be able to see Priority field there.

[Anna L]

Thanks Rajeev