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Absent Member.
Absent Member.
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How to send SLA 75% and Breach alerts mails.

Please tell me, how can i send SLA 75% and Breach alerts?
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Absent Member.
Absent Member.

Hi Mayank,

Go to command window and type *fslo.
It will take you to SLO form search for teh slo which you want to modify and tn teh feild Alert select "SLA - 75%".

It will send you alerts mail at SLA -75%

Regards,
Pankaj
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Absent Member.
Absent Member.

Hi Dixit,

You can send the alerts at 75% in the following way.

Define the SLA 75% alert.

Go to updateInfo tab(alert table),Click on the Add notification and enter the parameter as below.

Name:Alert to 75%

MsgClass:alert
Msgno:You have to give the message no.(You have to configure the message prior to this notification,Define the messages and give the number)

To define the messages,Please go to Tailoring->Notifications->Messages

Enter the Language code as en

Class:alert
Messagenumber:mention the number

Text:Incident %s SLA has reached to 75%.

Notifications:

Arguments:{number in $L.file}
condition:filename($L.file)="probsummary"
Notify Method:email
Recipeints:assignment in $L.file
group:assignment

The reciepnt list you can change as per your need.

Add this notification to the Notifications list(Alert->UpdateInfo)

I hope this information gives some inputs to you.

Thanks,
VeerRaju.
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Absent Member.
Absent Member.

Thanks,VeerRaju.

Mails have started going, thanks for your support.
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Absent Member.
Absent Member.

Hi!! Veerraju,

Please tell me one more thing, i want to send mails to escalation groups after the SLA has breached.
Like 1st escalation mails should go after 1 hour. 2nd after some more time etc.

Please tell me the required things to do and how to do?
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Absent Member.
Absent Member.

Hello,

I also have the same problem..Is there any update?

Thanks.
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Absent Member.
Absent Member.

I am also looking at this feature wherei I want to send alerts even after SLA is breached.

That is after 100% of completion also I want the notification to be triggered
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Absent Member.
Absent Member.

You can refer to alertdef defined in SLO.
There you can define the notification mail.

Regards,
Pankaj
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Absent Member.
Absent Member.

Hello Guys,

Well if I understand what you are trying to achieve, you need an email to still be generated every hour after the SLA breach, until the ticket is closed.

well then what you have to do, is the following:

- Create a script that will check all the records (incidents or interacions ..), and check if the SLA is breached for every record, and if yes, it would call the us.notify RAD application to send the required email to the end user.

This is the high level way of doing it, and hopefully it would get you started from somewhere.

HTH, points are appreciated.
Regards.
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Frequent Contributor.
Frequent Contributor.

Hi veerRaju,

Thanks for your informtion. But i need to send SLA Alerts to Incident ticket Assignee and Assignment group's Manager as well.

Can you please help on this.

 

Thanks,

Sachin

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Contributor.
Contributor.

Hi all, good afternoon!

We did all the configuration as you explained below but the notification didin´t work.

In the schedule we got a record alert(class) and processed, the incident has been updated but we didint see the email in the eventout.

Any idea?

Regards,

Abidu

 

 

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