Hi,
1. Create a Notification
Go to:
System Notification > Email > Notifications
Click New.
2. Basic Configuration
Set these fields:
· Name: SLA Breached on Incident
· Table: Task SLA
· When to send: Choose Event is fired
· Event name: sla.breached (if not there in list you can create custom in event registry)
3. Condition:
add a condition under When to send:
Task > Class is Incident or task type is incident
ensures the SLA is breached specifically for incidents.
Under Who will receive, choose:
· Groups
Click the lock icon to edit and add your specific group (e.g., Network Support or Incident Response Team).
Under the What will it contain? section,
Subject: SLA Breached on Incident ${task.number}
Body:
An SLA has breached on Incident ${task.number}.
Short Description: ${task.short_description}
SLA Name: ${sla.name}
Breached at: ${breach_time}
Assigned to: ${task.assigned_to}
---
