How to send SLA notification mail to the different users when a SLA is breached for builds 9427 and below
Prerequisites:
1. Python should be installed and set up on the server. Refer to this link for instructions.
Execution Steps:
1. Extract the attached SLA_Notification.zip file (Attached to this article) under ..\ManageEngine\Servicedesk\integration\custom_scripts - folder. The below files should be present and configured.
1. configuration.json - Update your outgoing mail configuration details and administrator technician key. You can generate the API Key from Personalize in the top right of the user interface.
2. functions.py - No edit required
3. send_mail.py - Configure the email template and the recipients.
2. Now create an SLA and define action such that on SLA escalation set level as Tier4.
3. Under Admin>Custom Trigger>Create a New Trigger where when a request is edited and if the level is Tier 4 then execute the script. Refer below screenshot
Script Name : py send_mail.py $COMPLETE_JSON_FILE
Now when the SLA response time is reached and the Level is set through the actions, then the control will go to the Custom Trigger and the trigger will get executed. ie mail will be sent to the user configured in the script.
New to ADSelfService Plus?
Related Articles
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 ...How to send custom email notifications for a request_NOT IN USE
This sample python script is used for sending custom notifications from ServiceDesk Plus MSP when a criteria is met. You all know that ServiceDesk Plus MSP has notification rules and customisable templates to notify requesters, technicians, and ...How to send notification mail to the Reporting Manager when a SLA is breached ?
Use Case: When a SLA is getting breached, the technician's "ReportingTo" Manager has to be notified over email. Prerequisites: 1. Python Installation Steps : ...Send email notification to requester when a note is added to a request
How it works? A report will be scheduled to run at a periodic interval which will fetch he details of the request. Once the schedules runs, the script will fetch the values from the report and sends an notification through email to the requester of ...Notification script using Custom function in custom trigger
This is applicable from 10600 builds. From 10600 , Business rules dont have Email notification feature. The same use case be achieved through Custom triggers feature as mentioned below. Script to enable notification of request creation using custom ...