Sla Breach notification

[Saran Ramayanam]

How to send Notification to Assignment group if incident sla task in 80% breached??

[Harish KM]

Refer OOB default SLA workflow. there you can see the notification being trigerred.

goto workflow editor--search Default SLA

[Saran Ramayanam]

Can i make that workflo only affect for incident record sla taks???

[rahamathullahmr]

Yeah basically all the sla definitions are stored in task_sla table . For this table you will define the workflow and inturn will be associating with the Incident sla's.

Thereby it affect the incident record sla (here I believe the affect is to ensure the proper trigger of the sla notification mails)

[rahamathullahmr]

Saran,

Yes you can do it by changing the   activity timer "SLA Percentage Timer ".

But in terms of delivery it is recommended to have the sla for every 25% of total SLA timeslot