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SLA Violation E-Mail notification issues after configuring workflow rules

Apr 20, 2017 at 08:12 AM

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Hi experts,

I have requirement to notify the employee's manager and manager’s manager on Ticket SLA Violation.

I have configured E-mail notifications on 80% Violation to employee's manager and 90% violation E-mail notifications to manager’s manager.

I maintained workflow rules for 90% (1 hour) and 80% (2 hours) based SLA TIME for each priority ticket example for priority Immediate" for after 90% of SLA time below.

Business Object: Ticket

Rule Type: E-Mail

Timing: Scheduled

Scheduling: 1 hour [unit of time] before Completion Due

Condition:

Group 1:Ticket Priority Equal to Immediate

Group 1 AND Ticket Status Equal to Open

Group 2 OR Ticket Status Equal to in process

Group 2 AND Service Category ID Equal to CA_22

Group 3 OR Service Category ID Equal to CA_28

Group 4 OR Service Category ID Equal to CA_48

Group 5 OR Service Category ID Equal to CA_10

Group 6 OR Service Category ID Equal to CA_82

Group 7 OR Service Category ID Equal to CA_27

ACTIONS: E-Mail

Subject: 90% SLA Violation for the Ticket ID: #ID# with Subject: #S# and E-Mail template

Placeholder: #ID# for Ticket ID and #S# for Subject

Recipient Determination: Employee (manager employee id)

SLA Violation E-Mail are triggering to employee's manager and manager’s manager

But not asper the condition maintained.

I am facing the fallowing issues:

1. Two tickets that have the same priority (Immediate) have different completion due dates

2. The ticket has been completed but yet sends the violation alerts

3. Duplicate e-mails are sent to on each violation e-mail alert sometimes.

Someone can help me.

Thanks

Santosh

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3 Answers

Shivanand Hangaragi
Apr 20, 2017 at 02:28 PM
0

Dear Santosh,

Every condition group should be ideally having corresponding condition pertaining to status. Based upon your condition groups provided here, Group 1 and 2 have that, other groups are simply checking whether the ticket has certain category. This could be the reason why for every ticket mails are being triggered.

Kindly adjust the condition groups accordingly, and make sure to include condition for ticket status.

Hope this helps.

Regards,

Shivanand B H

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Dear Shivanand,

Thank you very much for your observation and recommendations.

i have adjusted the condition group accordingly.

i will update you on the progress after testing in QA.

Regards

Santosh

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Santosh Kumar Vadicherla May 24, 2017 at 07:11 AM
0

Hi Shivanand,

this time i configured workflow rule as per your suggestion with below condition

Business Object: Ticket Rule Type: E-Mail

Timing: Scheduled Scheduling: 1 hour [unit of time] before Completion Due

Condition:

Group 1:Ticket Priority Equal to Immediate

Group 1 AND Ticket Status Equal to Open

Group 2 OR Ticket Status Equal to in process

ACTIONS: E-Mail

Subject: 90% SLA Violation for the Ticket ID: #ID# with Subject: #S# and E-Mail template

Placeholder: #ID# for Ticket ID and #S# for Subject

Recipient Determination: Employee (manager employee id)

still i am facing the same issues:

1. Two tickets that have the same priority (Immediate) have different completion due dates

2. The ticket has been completed but yet sends the violation alerts

3. Duplicate e-mails are sent to on each violation e-mail alert sometimes.

you check the above rule and please add your suggestions.

Thanks

Santosh

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Kai Reese May 29, 2017 at 02:12 PM
0

Hi Santos,

Please note that the system does not check the conditions at the scheduled time (1 or 2 hours before the completion due date), but at the time the ticket is created or changed.

For your purpose, I suggest to create 2 workflows (without conditions) that perform a scheduled (KUT) field update 2 and 1 hour before the completion due date. Then create 2 other workflows that send an e-mail to the manager or manager's manager, based on the new value of the (KUT) field and the other conditions.

Regards,

Kai Reese

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