SLA NOTIFICATIONS ARE NOT TRIGGERING AFTER BREACH i.e. 125%, 150%, 175%

[Ankit Jaiswal]

Hi All, 

We have a requirement to trigger custom notification on SLA. We have to trigger notification at 50%, 75%, 100%, 125%, 150% & 175%.

So we have used Actual Elapsed Percentage for triggering these notification. And it is working as expected for 50%, 75% And 100%. Whereas notifications are not triggering for 125%, 150% & 175% i.e. after breach.

We have used business rules, events for triggering custom notification.

We have checked the 'SLA Update (After Breach)' scheduler, refresh rate seems to be slower and is not triggering any notification after breach.

Can anybody please suggest or assist with this issue.

[Robbie]

Hi @Ankit Jaiswal,

There's a couple of area's to check and confirm here.

Ideally, you can trap this at source and ensure the event's are not triggered twice, which then in turn is triggering the notification twice.

Check the event logs by typing 'Event Log' into the Navigation menu to see if indeed the events are being fired.

Can you confirm that you also don't have duplicate notification records please - are they exactly the same email? The evnt log should determine this.

Also, depending where the even(s) are triggered - aka Business Rule and Workflow etc, make sure you don't have duplicates or instances which causes them to trigger more than once through a life cycle.

@Ankit Jaiswal- To help others (and for me to gain recognition of my help and solve your initial problem), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[gthapa]

Hello Ankit, how can I create a workflow map, like the one attached to this replay section as a PNG document?

[gthapa]

@Ankit Jaiswal - the workflow map is for the SLA