We want to notify current "pending action users" at the SLA warning time and violation time.
I've just checked, and I see what you mean - that's not an option. Request Pending Actions info isn't available in the SLA event. This would be a good candidate for an enhancement Idea, as I can see that being a useful person to notify, rather than a general manager identity.
The alternative for now would be to create a PAM process that collects that information when passed the request ID etc, and sends the email from there.
there are actions for performing that, you just need to enable them and ensure that users have correctly set emails:
Home > Administration > Events-Rules-Actions > Request SLA Alerts > When a Request SLA Instance is warned
Home > Administration > Events-Rules-Actions > Request SLA Alerts > When a Request SLA Instance is violated
Out of the box, the rules are enabled, but not the email actions under them.
By refering to Request Pending Action Change>When Pending Approval actions are Assigned>Notify Approver - Email based approval
I created 'request email action' under 'When a Request SLA Instance is warned'
Put $rpa_users_or_groups$ in 'To' box. It doesn't work.
The $rpa_users_or_groups$ exists in the Event Type Parameters of Request Pending Action Change.
But it is not in the Event Type Parameters of Request SLA Alerts event. Do you know why?
Thanks Lain, we will add an action to trigger the PAM process and notify the approver there.
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