Adding SLA to the Notification email

[Tamika Roberts]

Good Day, 

Can this be done?

My requirement is to add the SLA to the notification email that is sent to the open_by/Caller when a ticket is submitted/assigned. 

What my thought process is: add a line in the email with SLA by dot walking [contract_sla.duration] this is the table and the actual time assigned but I am not able to return the SLA for the specific ticket - all of our SLAs are on the task so I thought this may work but it returns UNKNOWN...thoughts?

[Tony Chatfield1 · Accepted solution]

Hi, your issue is that task has a 1 to many relationship with task SLA and so you have no ability to dot walk to the sla records that are created in task_sla table, also the task_sla record would be created after the task is inserted and so could potentially not be available.
if there will be only 1 SLA that needed to be identified per task, then I would look at moving the notification from your task table to task_sla and triggering on insert of the task_sla record as you can then dot-walk back to your task record to populate all of the details.

[Tamika Roberts]

Thank you that was my secondary option but talked myself out of it. I will work on that later this week. Thank you again.