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: Notification is sent to the user in the Assigned to field mentioned in the incident form and the Supported by field in the configuration item form.
  2. SLA is at 75% of the duration specified in the SLA Definition: Notification is sent to the user in the Assigned to field mentioned in the incident form and the manager of the user.
  3. SLA is breached: Notification is sent to the user in the Assigned to field mentioned in the incident form and the manager of the user.