Workflows for SLA

SLA typically uses workflows to send notifications.

You can create and edit workflows with the Workflow Editor. The default workflow that is available with the Service level management plugin is Default SLA Workflow.

The Default SLA Workflow creates the events that send out notifications. For example, it creates an event to send a notification to the user assigned to a task, such as an incident, when the task SLA reaches 50% of its allotted time.

The SLA Notification and Escalation Workflow creates the events that send out notifications. When a task reaches 50% of its allotted SLA duration, a notification is sent to the assignee and the user listed in the Supported by field on the configuration item. At 75% and 100%, a notification is sent to the assignee and the assignee's manager.
Note: This feature is available only for new instances, starting with the Jakarta release.