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ITSM - Trigger Mail for SLA before its breached

Dear All,


We have a requirement to trigger email to Support team for all incidents based on IRT and MPT percentage like 50%, 75%, 90% and 100%.(for all priority / category tickets)


For example - An email should be sent to the Support team when the IRT reaches 50%, then next email when it reaches 75% and so on before it is breached.


Any suggestions ?

Thanks & Regards,

Nisha

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1 Answer

  • Sep 11, 2014 at 01:19 PM

    I am not sure if this is working but I would try the following. The problem is that you cannot define different thresholds for one condition in view AIC_CLOCKNAME. So, I would try to add more conditions to be checked.

    - extend badi AI_SDK_SLA_COND with additional filter values, e.g. IRT_WRN_50,
    IRT_WRN_75, or whatever and check the implementation

    - in SM30 for view AIC_CLOCKNAME add these filters with corresponding thresholds

    - create additional action definitions and place the new created filters as start condition


    Regards, Richard

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