How to Continue Sending Email Notifications for Breached SLAs

[spaceyjacey]

We've already reached the final escalation intervals (which is "Overdue") for SLAs and we have an email notification firing on each of the other intervals (Moderate, High, and Overdue). We want to continue sending email notifications weekly for Incidents and Problems that are Overdue. Rather than creating a large number of escalation intervals, is there any easier way to do this?

[#2]

Oops didn't refresh in a while. kcaldwell has your answer too, if you use Visual Workflow for SLA.

Business rule solution is more if you use Olde School SLA Management.

[kcaldwell]

Good point brenb! Lately I have been working with the New SLA Management and that is the first thing that popped up in my head.

[#4]

Great to see the forums picking up k 🙂 It's spooky when someone jumps in so quickly with a reply haha.

The other point to make is that a scheduled job will fire email reminders at a set point during the week (eg Monday 9am, a great start to the week - looking at your overdues) whereas a 7-day timer will fire exactly a week after the last escalation, with the same time of day. One isn't better than the other, I guess it just comes down to business preference.

I think I need to start picking up graphical workflow. It's definitely the way of the future..

[ljurgensen]

Is there not simply some values with in a email notification "when to send" to kick off an email 1 hour after an incident was opened if the assigned to field is still empty?   My problem is I can not figure out if this would be from the inserted or updated, as the 1 hour interval would expire and the record would simply not be updated, also ca not figure out what value would kick the 1 hour off. Hope this make sense!