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SLA Escalation_Incident Emails not working

Good Day

I have managed to complete the configuration of SLA Escalation via SPRO > SAP Solution Manager > Capabilities(Optional) > IT Service Management > SLA Escalation. Challenge is when an incident is created via the Web UI the Message Processor assigned to the incident does not receive the email for the 60% Initial Response Time (IRT) and the ERP Manager assigned also does not get the 100% Maximum Processing Time (MPT) email. Can anyone kindly advise what might be the reason for the emails not being sent out.

Regards

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  • Posted on Jul 21, 2016 at 06:38 AM

    Hi,

    Could you please give the details of the action and the condition that has been configured?

    Also, is the action getting triggered? If yes, then does the processing log or scheduled actions (assignment block in the UI) show any error. Can also check in transaction SLG1.

    Regards

    Shubhra

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