SLA notifications

SLA sends notifications at certain events defined in the workflow.

By default, SLA notifications are sent on three occasions:
  1. SLA is at 50% of the duration specified in the SLA Definition
  2. SLA is at 75% of the duration specified in the SLA Definition
  3. SLA is breached
    Note: SLA notifications are typically only sent to the user the incident is assigned to. However, when the SLA is breached, notifications are sent to the user the incident is assigned to and their manager.