SLA Breach Email

[Sylvia2]

Currently running Kingston Version 

One of our service desk analysts just received the below email and I am unsure why as the INC its connected with has not breached and is not near 

How do i turn of these emails?

[Lukasz Bojara]

Hello,

If you will go to System Notification -> Notifications and then filter the list by putting *SLA in the name you will find all OOTB SLA related notifications. From here you can open any and deactivate it.

This one from you screen should be SLA Warning, and it is fired by an event.

Hope this helped.

Kind regards,

Łukasz

[Mark Roethof]

Hi there,

Try to locate what the notification is being sent, and what the trigger is that initiates the sent of this email.

If SLA concerned, look at the workflows. Are you using the default out-of-the-box workflow "Default SLA workflow"? This triggers an event at 50% and at 75% and breach of the SLA. 

You could change these steps in the workflow or have a look at the notification being triggered. Out-of-the-box for the 50% and 75% this will be the "SLA warning" notification. You could disable this, change the conditions, etc..

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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[Brian Lancaster · Accepted solution]

Have you checked the SLA workflow?  Was it at one of the percentages that send out the notification?