Sla Notification Scheme
SLA notification schemes automatically alert designated people when service level agreements approach their resolution deadlines.
SLA notification schemes can be used to notify people of upcoming SLA resolution targets when a certain threshold percentage of the resolution target duration of an affected SLA has passed.
This is typically used for critical business services, where SLA breaches must be avoided.
An SLA notification scheme has up to 3 rules, each of which specifies who to notify at a given threshold percentage.
For example, you could create a SLA notification scheme to notify the manager of the support team, when 75% of the resolution target duration of an affected SLA of a request has passed.
After creating an SLA notification scheme, link it to one or more service offerings to activate the scheme for specific SLAs and impact levels.
The Sla Notification Scheme Fields page provides field utilization guidelines for each field of the Custom View form.