In default SLA, when and how many notifications are sent?

[SUSHMA POKURU]

In OOB behavior, when does SLA notifications sent?

[cx2162 · Accepted solution]

By Default SLA notifications are sent on three occasions:

1. SLA is 50% of the duration - Notification is sent to Assigned To user

2. SLA is 75% of the duration - Notification is sent to Assigned To user and the manager of the user

3. SLA is breached - Notification is sent to Assigned To user and the manager of the user

[Musab Rasheed]

Hi @SUSHMA POKURU ,

Access below link, I see there are 6 OOB notifications.

https://yourinstance/sysevent_email_action_list.do?sysparm_query=active%3Dtrue%5EcollectionSTARTSWITHtask_sla&sysparm_first_row=1&sysparm_view=&sysparm_choice_query_raw=&sysparm_list_header_search=true

[john_gibbons]

Notifications are sent at the following times for "SLA notification and escalation flow"

First Notification: 50% of SLA Duration -- Sent to Assignee and "Supported By" of associated CI

Second Notification: 75% of SLA Duration -- Sent to Assignee and Manager of Assignee

Third Notification: When SLA has breached  -- Sent to Assignee and Manager of Assignee