Regarding SLA

[1__SathvikT]

Hi,

I am stuck with 2 tasks can any one help me out doing this with complete steps.

• When SLA is elapsed to 10 percent, trigger a notification to Assignment Group's Manager.
• ATF- Write an ATF to verify if the Notification is sent or not when on SLA elapsed to 10 percent.

Please provide the complete explanation of steps 

[Dr Atul G- LNG · Accepted solution]

Hi @1__SathvikT 

• When SLA is elapsed to 10 percent, trigger a notification to Assignment Group's Manager.
• Atul: Similar available OOTB for 75% Sla breach, You need to create event and Flow need to update. Have a look here and develope as per the same:
• 
• ATF- Write an ATF to verify if the Notification is sent or not when on SLA elapsed to 10 percent.
• Atul: I doubt ATF can check is notification is sent or not. If want to test , again need to see the email logs. 

[Mark Manders]

What did you already try and didn't work? Your 'please provide complete explanation of steps' sounds like you are looking for us to do your job for you. 

Also: validate your requirements. Do you really accept a requirement of sending an email if 10% of the SLA has elapsed? If you have 10 days to resolve something, the manager is being bothered with it after day one. 
To help you start: check on the existing 'SLA notification and escalation' flow. It is configured to do the same after 50%. You can adjust it to your requirements.

[1__SathvikT]

Hi Mark,

I altered the default SLA flow from the flow designer. I was looking whether I was right or wrong.

Thank you