Need to add Clickable link to record in SLA Notification.

[Khyati Panchal1]

I'm working on email notification and need to configure clickable record in the notification.

Below mention are the tries:

1. Number: ${number}

2. Number: ${number.URI}

3.Number: ${number.URI.REF} -->> This is not working at all.

Configurations are as below:

Send when : Event is fired

Event Name: sla.warning.breached

Requirement:

1. Send email notification when the SLA is breached.

2. Send email notification 1 business day after SLA has breached.

Leads would be appreciated.

[Michael Jones -]

Close! Since you want a link to the actual record the SLA is running against (not the SLA itself), you need to target the field that holds the reference, in this case, task. You can then use the URI_REF parameter to create a clickable link that will take you to the record and will display the number field from the record as the text. 

${task.URI_REF}

I hope this helps!

If this was helpful, or correct, please be kind and mark the answer appropriately.

Michael Jones - Proud member of the GlideFast Consulting Team!

[Khyati Panchal1]

Thanks Michael,

It worked for the Linkable field.

But still not getting one of the field on the Notification.

1. I'm yet not getting the # of day, the ticket is exceeded its SLA field.

Any update on it? 

[Michael Jones -]

I don't see where you asked about displaying the number of days the SLA has exceeded. Why would you need that if you plan to "Send email notification 1 business day after SLA has breached", wouldn't you just include that statement in the text of your notification?

Unfortunately that is not captured in any field that I am aware of on the SLA record or on the task. You would have to either add a field to calculate that value, or do so in a script. Again - not sure why you wouldn't just include that as static text in your notification, since the notification would be triggered at that time. 

I hope this helps!

If this was helpful, or correct, please be kind and mark the answer appropriately.

Michael Jones - Proud member of the GlideFast Consulting Team!