SLA notification

[Samuel25]

Hi all,

I have created a new event " sla.warning1 " other than out of box events   " sla.warning "   and   " sla.warning.breach " , and I have assigned it to a notification and I have added it to the workflow.

So , whenever the sla breaches a certain , percentage the event   " sla.warning1 " is fired and it triggers a notification ,

the issue that I am facing was though event is triggered and the workflow is run without errors , the email is not going.

I have checked that in email logs as well..

One more thing is that , the workflow is stopping at " join " when I moved to my production environment but working fine in my normal instance.

version : Helsinki

Please respond,

Thanks

[Alikutty A]

This is the reason why emails are not send. In your workflow when event is triggered, please check if there are related users on the task record or if the script to set the parameters are correct.

Thanks

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[Rajshekhar Pau1]

Hi Samuel,

There isn't any problem if you don't define anything in the Param 1 and 2 of the events from the workflow. Here is a workflow that we use to trigger notifications at 50%, 75% and 100%. And, this works fine.

Here is the workflow diagram:

You could remove the join activities(as you mentioned above) from your workflow that you have used.

Here we have defined 3 different events namely, sla.warning.fifty_percent, and another two sla.warning.seventyfive_percent and sla.breached and the 3 Events individually in 3 Create Event activity like the above picture.

My suggestion will be please check the When to send, Who will receive condition in the email notification to verify all these are defined and configured correctly to send the emails.

Hope this helps.

Please hit Like or mark Helpful or Correct based on the impact.

Thanks,

Rajshekhar Paul

[Samuel25]

Thanks Rajshekhar Paul for the reply,

The issue is not related to event , everything is working fine in with same conditions in my dev but in prod emails are not sent,

what I have checked are,

In prod,

Workflow is completely done,

event is fired at correct interval,

but email logs are not shown , so what I think is though the event is fired the email is not triggered . So now I feel I missed something in the email notification part ,   but I have checked everything..

Assigned to : is present and that field consists of users ;

email content is also present..

Did I miss anything to capture/create that fires email , whenever an event is triggered in workflow activity ??

[Rajshekhar Pau1]

Hi Samuel,

Please follow these steps to find or debug any issue in the notification, if any:

1. Open up the notifications related to the SLA's.

2. Make sure that you have created the notification on TASK SLA(task_sla) table.

3. Specify the When to Send condition: Event is triggered, and the event name is selected. And, the Task.Task Type is selected as Incident or Request(if necessary, otherwise this will get triggered irrespective of the Task type).

4. If your Dev environment is working fine, then kindly compare the customization with the PROD vs QA or DEV. Also, please check the intended user to receive these email is Active in the Prod environment and has a valid email id and notification enabled in the profile.

Hope this helps.

Please hit Like or mark Helpful or Correct based on the impact.

Thanks,

Rajshekhar Paul

[Alikutty A]

Not sure if this has something to do with the Join activity.I had faced a similar issue while playing with the default SLA workflow and my issue was resolved when I provided proper transition from the timer activities to workflow end.

Thanks

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