How do we set email notifications for SLA warning and breached ?

Jagadish10 · ‎01-09-2018

Hi All,

I have created a SLA workflow and attached it to response and resolution times of newly defined SLA's.

The workflow is working as intended and I'm receiving notifications when the incident is assigned to a group and the assignee. However, I'm having problems in receiving emails for SLA warning unassigned, SLA Warning and breached.

I verified the email properties and they are all fine. I then went into the email notifications and created a new notification for SLA Warning.

Below is what I have done but nothing seems to work!

Please help.

Thanks in advance.

Jagadish

palmen · ‎01-10-2018

As you can see in your workflow, it never goes in to creating the event so you need to look into the 2 if boxes you have and why it goes out as no and not as yes.

You need to check your script in the IF-statements, for testing purpose you could set the condition to always return true and you should see that the events trigger correctly.

View solution in original post

Jagadish10 · ‎01-09-2018

Hello Fredrick,

Thanks for your reply.

I checked the logs and there is no event triggered. As said earlier, I'm seeing logs for email notification triggered for Incident opened, assigned to a group and when the ticket is assigned To. Below is the workflow i have written.

Thanks

Jagdish

palmen · ‎01-09-2018

Is the workflow triggering?

Can you open up the specific running workflow for an SLA and check where in the workflow it is? You can open the task sla record and click on the related link "Show Workflow" and you'll see what has triggered in it.

Has the event you created been created on the task_sla table?

Jagadish10 · ‎01-09-2018

Fredrick,

Below is the running workflow for the incident raised. I suspect there is something wrong in the workflow. Do you also see the same ?

Jagadish

palmen · ‎01-10-2018

As you can see in your workflow, it never goes in to creating the event so you need to look into the 2 if boxes you have and why it goes out as no and not as yes.

You need to check your script in the IF-statements, for testing purpose you could set the condition to always return true and you should see that the events trigger correctly.

Jagadish10 · ‎01-11-2018

Hi Fredrick,

Thanks a lot for pointing out the right error. I have corrected the workflow and made necessary changes to the notification layout and template.

Things are working perfectly.

Best Regards

Jagadish K