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

Kannan Nadar · ‎01-09-2018

Can you check in the event log if the event is being triggered ?

Jagadish10 · ‎01-09-2018

Hi Kannan,

Thanks for your response.

I just checked the event logs and there are no events triggered for email notification I'm looking for.

However, there are event logs email notification sent for ticket created, assigned to group and assignee.

Jagadish

Kannan Nadar · ‎01-09-2018

Ok, so from where are those events being triggered? Is it in the workflow?

Jagadish10 · ‎01-09-2018

Kannan,

I guess there's something wrong with the workflow even though it didn't throw any error during validation.

Below is the workflow triggered for the ticket created. The flow is not driven properly.!!

Jagadish K