Incident Created Notification - Include SLA Definition

[Quinn2]

I am trying to create modify the incident created notification to include the SLA definitions for our end users. I know it is not included in the Incident table but it is would be part of the Incident SLA table. Can the notification be set to the Incident SLA table and the when to send when a record is inserted or updated? Or would this need an event is fired?

[Dr Atul G- LNG]

Hi @Quinn2 

So you want SLA notification, based on Incident? Event will be good way.

[Quinn2]

I want to replace the incident created notification with one that includes the SLA information. However, the issue I am running into is the trigger on the event.

[Dr Atul G- LNG]

Hi @Quinn2 

I want to replace the incident created notification with one that includes the SLA information. 

Atul: You dont want incident create notification trigger ? or what is your exact use case?

[Quinn2]

We want to be able to provide the users the SLA definition for each priority as the ticket is created. That would help with user expectation when it comes to how long it normally would take to resolve a P1, P2, P3, or P4 incident.