Operators not working on notification condition

[Lesiba Kgomo]

Hello everyone,

I encountered an issue with sending bell notifications to the assigned agent triggered by record changes. Currently, the notifications are only working for one operator, causing multiple notifications to be sent and potentially spamming the assigned recipient.

The current setup triggers notifications when the actual elapsed time is "greater than or is" 20%, which results in multiple notifications being sent as the SLA progresses past 20%. I need to send notifications at specific SLA thresholds: first at 20%, second at 50%, and third at 70%.

Could anyone suggest which operators or conditions to use to achieve this?

I have attached an example of the current setup for reference.

Thank you.

[Slava Savitsky · Accepted solution]

This is not the way to do it. For your use case, you need to trigger notification from an SLA workflow. There is an example available in the base system. See Workflows for SLA for more details.