CA Service Management

Hello Team,

We have sla notification something like we get notification mails on violated incidents, but we are also supposed to get notification for incidents that are "about to violate" and not just violated ones to enable us reduce the number of violated requests.

I believe this is achievable, Can anyone guide on this?

Many thanks

Hi,

The setup is exactly the same and this is just a matter on using another action with different timing in your event.

You can use as an example  the OOB action macro: Set CR SLA Violation=Predicted

and put the delay time few hours prior your violation.

Hope this help

/J

Hi Aamir,

Also have at the OOTB 'Service Types' (aka SLA). They do exactly this. So you can mimic same.

Kind Regards,

Brian

Hello Brian

I didnt get u

Brian is suggesting you use the following as an example.

Administration, Service Desk, Service Types.

Out of the box there are some defaults such as "Priority 1 Resolution."

Go into them, and you can see a chain of notifications driven by Events that occur.

Thanks, Kyle_R.

Ok thanks