This blog post assumes that you have already configured your Service Level Objectives. If you need a tutorial on that then please review SCSM 2012: Service Level Management
Now assuming you have setup your Service Level Objectives, it is very easy to notify the users before the SLA is breached.
Let’s assume you have the following SLO created for Incident Resolution Time as shown in the screen shot below:
In the above setup
You can use this States on SLA to trigger notification.
This post shows how to configure the notification, when SLA is in the warning state, so we can notify the user of the imminent breach.
In this step you will create a notification subscription that uses the template created above.
Note: The criteria on Parent Item in this case Incident can only be applied in the “Changed To” tab due to the system limitation.
Here is the example of the notification threshold for the one that I created above.
Just what I was looking for
We tried to configure this on SCSM 2012 RC but as soon as we add a second criteria (as you described) the workflow does not start anymore. If we remove the second criteria, it works properly. But we need a second criteria (eg. category). Any ideas?
I have the same problem, it sends the email notification like it should if the only criteria in the "Change To" is the Service Level Instance Information Status. However, as soon as I try to add a second criteria such as the Work Items Support Group it stops working.
This is a conformation from what I found myself. Wonder if you can skip the recipient part??
We have found an issue that we cannot support the "Category" criteria, so I have removed it from the post.
Thanks for the great article. Wonder if you can add Assigned User, Affected User, Incident Created Date, Incident Tier information to the email template?
How to generate the SLA report from SCSM 2012 to show the server availabilty with planned or unplanned down time ?
Under section "Step 2: Create Notification Subscription"
You have stated "You can select specific Group / Queues if it applies in your case but I’ll skip it here and go to the Additional criteria".
Once You Select "Service Level Instance Time information". No groups are available for Selection. So this becomes a generic subscription.
The Impact of this: If I have 2 Different SLA's, I will get 2 Email notifications. As the trigger for Subscription is "Equal" to Warning which is not limited to any queue.
For the one which actually changed from: "not equal" to Warning.......Changed to: "Equal" to Warning.
Where the changed from: "not equal" to Warning has still not changed to Warning as this SLA has higher time frame.
Please point me in right direction.
In continuation to my Previous Post these are the Steps that I have performed
Name: SLA with Priority 1
Criteria: Trouble Ticket with Priority 1
Name: Metric for Incident of Priority 1
Measurement: Start Date = Create Date, End Date = Resolve by
Class = Incident
Queue = SLA with Priority 1
Metric = Metric for Incident of Priority 1
Subscription has a problem as per my previous post....
Please assist... Thanking you in advance.
I need to segregate notifications to managers based on the support group selected. I cannot choose the Incident queue because the target class on the subscription is Service Level Instance Time Information. I tried adding the [Work Item] combination class (incident support group) property and equaled it to a support group, but now the notification isnt going out at all.
Do know how I can make this work?
Having kind of the same issue as Zoeb. I need to send different e-mails to different people in case of Service Request SLA and Incident SLAs breaches. Since we're dealing with the SLA class in general, I'd need to select a group, but I can't seem to find a way to group the SLA objects, so it would show there. Any ideas on how to segregate that? I don't want to use the periodic check, since it uses a lot of CPU.
Fantastic This works great. Did anyone findout how to add the support groups from the incident? If I add the support group to the subscription the email doesn't go out.
@Zoeb and @Jose, select the specific class you want (Incident/SR), check the appropriate group/queue that applies to this specific SLO, and for criteria expand the Incident properties. All the way at the bottom there is one titled WORK ITEM HAS SERVICE LEVEL INSTANCE or something like that. Set that status to WARNING or BREACHED and the workflow will work.
We offer SLA Management with OLA Management and much more:
- Easy to identify VIP’s & view VIP employees within Views
- Ability to see SLA & OLA information within Views
- View Timezone of ‘Affected User’ & SLA Calendar hours of Service within Console View
- Ability to organize work items by SLA or OLA within Views
- Ability to set Time to Respond and Time to Fix Objectives for SLA’s and OLA’s
- “Stop the Clock ” functionality against each work item if required
- Ability to write advanced rules for specific days of each month or specific hours of each day
- Write OLA's for each Activity Template within a Change, Service Request or Release Management Work Item. IE: OLA for each Manual Activity Template, OLA for each Approval Activity Template whilst having an overarching SLA for the Work Item ]
- Easier SLA administration as SLA’s and OLA’s are not written against Work Queues -
Excellent article. Is working very good to me. Just one question. I am trying to put inside the message body of the notification template, some additional fields, like assigned user or affected user. Unfortunately these fields are not available there.
I tried to change class and to use another one who combines fields with SLA status and affected user, but with luck. Any idea how I can succeed that?