SLA Warning notification is triggering before 50%

[vijaykumars]

Hi,

We have configured the SLAs using default workflow. System is sending warning notification before 50%. Is anyone facing the same issue.

Notifications are triggering for 30, 35, 37, 45...percentage.

Thanks,

Vijay kumar .S

[Geoffrey2]

If the notifications are being triggered from the workflow, then I would say that the timing is accurate, but the content of the email is wrong.

The Task SLA record is not updated through every integer of the SLA percentage.   Task SLA records are only updated according to the schedule outlined here: Service Level Agreements - ServiceNow Wiki

So the workflow is correctly waiting until 50% SLA, but then the Email Notification is adding the SLA % field form the Task SLA record to the content of the email, but the SLA % field has not been updated recently.

The way we normally work around this is to add the SLA % to one of the Event parameters in the workflow, then use the event parameter in the Email Notification.

So when the SLA hits 50%, it fires the sla.warning Event with "50%" as the first parameter.   Then update your Email Notification to say "SLA is at ${event.parm1}", which will then be populated as "SLA is at 50%".

But "SLA is at ${business_percentage}" will look like "SLA is at 37%" (or whatever is was at the last time the Task SLA record was updated).

[arnabwa]

Hi Geoffrey,

Very well explained. I was totally unaware of this fact in SLA. Though we too have SLA notifications in the workflow which first triggers an event and then the notification but I did not know the adverse effects if notification was directly triggered.

Thanks for the info.

Arnab.

[Swapnil Bhakar1]

Hi Vijaykumar,

Have you configured workflow on Task SLA(task_sla) table or you are triggering the notifications without workflow it means using normal notifications.

If your are triggering this using normal notifications then the notification will trigger at any time.

But you configured same in workflow so it will trigger your notification only when your SLA hits 50% time of your SLA.

Refer below link it will help you :

http://wiki.servicenow.com/index.php?title=Creating_an_SLA_Workflow#gsc.tab=0

Regards,

Swapnil

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