SLAs and notifications
Hi,
I'm hoping someone can explain this to me. I have an issue with SLA notifications not being sent at what I think are the correct times.
I have a test SLA setup with the following conditions:
- Rules Set: "Requester Name is <test user>"
- Any request matching the above rules should be responded to within 2 minutes
- Any request matching the above rules should be resolved within 3 minutes
- Response time Enable Level 1 Escalation ON, set to Escalate Before 1 Minutes
- Resolution time Enable Level 1 Escalation ON, set to Escalate Before 2 minutes
I logged a call using the test user defined in the SLA, it correctly sets the SLA in the incident - but no email notifications are sent.
The reason I started testing this was after complaints from my Helpdesk staff that they weren't being notified of upcoming SLA violations at the correct times. However, we do (occasionally) receive SLA notifications but not every time and not at the times they are configured.
Anyone experienced anything similar?