Additional notifications are adding at the time of SLA Breach.

Ishaan Mishra1
Tera Contributor

‎12-09-2022 01:17 AM

Dear Team,

 

I configured the SLAs on 'security incident' and added custom workflows(in workflows, I am calling events to trigger notifications to respective team) when it breaches.

So that, I created SLAs on ('Task SLA' table) and those are working fine, but the concern is 'incident' SLA breach notifications are also configuration on same 'task SLA' table, because of that- whenever 'security incident' was breaches both 'incidents' and 'security incidents' breach notifications are triggering to both teams, ideally this should not happening. Kindly suggest on the same.

 

Note: I added few conditions but still, breach notifications are triggering to both teams PFA,

 

IshaanMishra1_0-1670577373377.png

 

Thank you.

 

 

 

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2 REPLIES 2

RaghavSh
Kilo Patron

‎12-09-2022 01:22 AM

I your SLA a flow/workflow is defined, which fires the event and send the notification, copy that flow/workflow and make changes to that flow to fire different event, and based on that event send the notifications. 


Raghav
MVP 2023
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Ammad Satti
Kilo Guru

‎12-09-2022 02:37 AM

Hi Ishaan

Can you verify if any other SLA definition condition is matching and multiple SLA's are getting attached?

 

Thanks

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