Exclude some groups from SLA notification

[Luiz Lucena]

We have a requirement to exclude some Assignment Groups from receiving SLA warning and SLA breach notification.

Not all groups here have SLA defined so we need to exclude those from receiving the notifications.

Tried with this condition in the "When to Run" step, however it passed through and a notification was sent:

Does anyone how to prevent this notification to be sent when assignment group starts with Fusion?

Thanks,

[Carl Fransen1]

Hi Luiz,

The 'does not contain' requires an exact value of a group, not just a 'starts with' as you state you want to use.   I can't see another option in the drop-down so you might need to try using an OR statement for the groups to say something like 'Task.Assignment group DOES NOT CONTAIN Group1' OR 'Task.Assignment group DOES NOT CONTAIN Group2'; this ensures you have exact values for it to look up.

I have used 'IS NOT' instead successfully for this type of thing as well...

[Luiz Lucena]

Thanks Carl, that makes sense, will try that tomorrow.

EDIT: Testing with conditions is not and specifying each group full name did not work.

Tested also with does not contain specifying the full name for groups and it did not work either.

So not sure where to look now.

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[Luiz Lucena]

Found the cause for SLA notifications are being sent no matter the condition.

The company that did the implementation add their own workflow and there is a "always" condition there to sent the notification always.

Going to change the workflow and post the results here.

[Carl Fransen1]

Hi Luiz,

Glad you found it - thats a good one to remember... also points out the importance of good documentation and knowledge transfer, many a vendor isn't the best at providing this as part of the implementation.