How to create notification for SLA breach 90% on incident

akshayjain · ‎08-06-2018

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

RatneshTSN · ‎08-06-2018

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.

Hit Answer Correct & Helpful; if solved your queries or reply back if any other query

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Snehal13 · ‎03-27-2023

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

shekhar_jain · ‎12-23-2022

Hi Everyone,

I have created one resolution SLA, for this SLA I have attached the workflow because I wanted the notification after sla breaches at 60%, 80% ect.

So once we close the RITM, as per sla def SLA gets closed and attached workflow gets cancelled could you help me with this one why the sla is getting cancelled.

Attached Workflow to SLA is as follows:

ash66 · ‎01-29-2023

I tried creating my own flow as well, facing the same issue.