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

What is the condition saying "If resolution SLA" ?

Jagadish10 · ‎01-10-2018

It checks for target sla is resolution or not.

Kannan Nadar · ‎01-10-2018

So it is returning as No, and in the No output it is being pointed towards end. you need to modify your workflow.

Jagadish10 · ‎01-11-2018

Hi Kannan,

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

palmen · ‎01-09-2018

Check if the event is triggered from your workflow in the event log.

If it's triggered the mail should be send, for testing purpose you could set "User/Groups in field" to a specific user or mail address since there is always a risk the reciever of the email has turned of notifications.