SLA notification is not getting triggered for the group or user

[mdshahvez11]

I was working on an SLA notification built on the task_sla table.
The conditions are:

• Has breached is true

• The WHOM TO SEND  are set to task.assigned_to and task.assignment_group

The issue is that even when Has breached becomes true, the notification is not getting triggered.
However, if I directly add a specific user or assignment group in the notification settings , it works fine.

But when I try to add task.assigned_to and task.assignment_group as recipients dynamically, the notification does not get triggered.

We are on the Xanadu release.

[Robbie]

Hi @mdshahvez11,

What table has been set against the notification? Whilst I can see you've managed to dot walk from the 'HR number' field, something doesn't quite add up. 

Would this not be triggered from the HR case table ('sn_hr_core_case') for example where you would not dot walk, you would simply add the 'Assigned to' and 'Assignment Group' fields.... nothing else is needed. You dont need to dot walk to the email address etc as per your screen shots.

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Thanks, Robbie

[mdshahvez11]

@Robbie 
Thank you for your response.
So actually this notification is based on Task Sla table and earlier I had tried dot walk as :
 [ Task.Assigned.to and Task.Assignment ] this.

Directly we don't have any option to add assigned to or assignment group.

[AndersBGS]

Hi @mdshahvez11 ,

Please share your full configuration - otherwise it is quite difficult to help you.

[mdshahvez11]

@AndersBGS 

I was working on an SLA notification built on the task_sla table.
The conditions are:

• Has breached is true

• And In The : WHOM TO SEND  are set to task.assigned_to and task.assignment_group (dynamically binding).

The issue is that even when Has breached becomes true for a ticket , the notification is not getting triggered.
However, if I directly add a specific user or assignment group in the notification settings and not use dynamically binding , it works fine.

But when I try to add task.assigned_to and task.assignment_group as recipients dynamically, the notification does not get triggered.
Pls have a look on attached screenshots.

We have tried to use the OOTB SLA notifications , but those are also not getting triggered , rest all other notifications are working fine.

We are on the Xanadu release.