How to send SLA notification mail to the different users when a SLA is breached for builds 10500 and above
We can use the Email feature in the custom triggers to send notifications to different roles configured in SDP-MSP. By default, the SLA notification can be sent to Account Managers, Point of Contact, Technician, Requester. If you would like to send it to users in the other roles we can achieve it by following the below instructions.
1. Under Admin>Service level agreements>Instead of selecting a user to escalate, click on Actions and set it according to your configurations. In the below example, I've set the level to "Tier 3" on level 1 escalation.
2. Under Admin>Custom Triggers>You can set it to trigger when the request is edited with a value Tier 3. Use the Email option to configure the email template and choose the users.
The action set in SLA will trigger the rule to send an email.
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