Need assistance triggering SLA warning emails for response time SLA's

[Elizabeth Barlo]

I have created Response Time SLA's for incidents related to a specific type of ticket.

The SLA's trigger for the tickets, but I need to create a specific notification that references fields from the incident. 

The OOB SLA Warning notification is sent for these tickets, but the custom notification I created does not.

The only difference I see is that the OOB references the Task table and the custom one references the Incident table (so I can include the needed fields.)

I need some direction on why these notifications never get triggered.

I have attached screen shots of one of the SLA definitions and the Notification template

[Dr Atul G- LNG]

Hi @Elizabeth Barlo 

Out of the box (OOTB), the SLA warning is triggered by the default SLA flow. You need to add your event to that flow or create a new flow for your SLA and include it in the SLA.

[Elizabeth Barlo]

Can you point me to information on how to create add my event to that flow?

[Dr Atul G- LNG]

Hi @Elizabeth Barlo 

Open this flow, and you'll see the event configuration. You can create your own in the same way.