How to create notification for SLA breach 90% on incident

[akshayjain]

I need to configure Notification for SLA breach 90% on incident table. Can anyone suggest a way

[Ashutosh Munot1]

HI,

We have OOB Workflow for SLA. Name is : Default SLA Workflow.

We have to modify it to have 90% SLA notification.

Thanks,
Ashutosh Munot

[Snehal13]

How to copy SLA breach email on work notes for all tickets ?

There are configured Email notifications for SLA breach at 50 %, 75 %, 90 % and the email body has to be copied as it is on work notes for tickets on which they breached

[akshayjain]

Can I create a new Workflow for this

[RatneshTSN · Accepted solution]

you can create or copy any SLA workflow

e.g.

you can go to workflow editor, check Default SLA workflow, either you can create a new one or copy this one to modify according to your need

At 50% you can put 90% & trigger event which can trigger notification as required. Or you can directly configure notification in workflow as well.

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