Re: Escalation mail notification (162 Views)
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Advisor
ab2013
Posts: 35
Registered: ‎03-20-2013
Message 1 of 6 (211 Views)

Escalation mail notification

Hello,

 

We are using SM 9.3

 

We have configured Escalation mail notification for one category.

 

SLA details for that is

 

Type : Interval

Duration : 2 16:00:00

 

Schedule : 8AM to 8PM 5 days a week

 

 

Now we want to configure escalation mail when the call is open even after 2 days.

 

What will be the calculated expression for that??

 

Thanks in advancec.

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Honored Contributor
Piku
Posts: 3,810
Registered: ‎06-17-2010
Message 2 of 6 (191 Views)

Re: Escalation mail notification

For the same you have to add one more SLO in current SLA with alert interval 2 00:00:00 same as above.


hth,
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Advisor
ab2013
Posts: 35
Registered: ‎03-20-2013
Message 3 of 6 (189 Views)

Re: Escalation mail notification

Hi,

 

SLO is already there for the given time duration.

 

I am not able to pur proper expression in the field calc expression in Alert definition.

 

 

Currently in Alert definition, we set..

 

Alert condition as "evaluate($L.slo.record.active) and evaluate($L.slo.condition)"

 

and select Calculation Type as use expression

and set calc expression as '$L.alert.time=$L.slo.expiration - $L.sla.allowed*0.5'

 

but this  is not working.

 

Please help.

 

Thanks

 

 

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Honored Contributor
Piku
Posts: 3,810
Registered: ‎06-17-2010
Message 4 of 6 (186 Views)

Re: Escalation mail notification

You have to use Use field in record + interval and setCalc Interval as
open.time + 2 00:00:00

it will send the mail exactly 2 days after open.time

hth
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Advisor
ab2013
Posts: 35
Registered: ‎03-20-2013
Message 5 of 6 (166 Views)

Re: Escalation mail notification

Hello,

 

Thanks for your reply.

 

But, this is not working. After adding this matrix system is sending notification after 4 / 6 days of the interaction open time.

 

 

Previously we had used the below expression, but notification not flowing exactly after 2 days of the case registration.

 

$L.alert.time=$L.slo.expiration - $L.sla.allowed*0.66

 

Please help.

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Honored Contributor
Piku
Posts: 3,810
Registered: ‎06-17-2010
Message 6 of 6 (162 Views)

Re: Escalation mail notification

Are you using some time zone in Alertdef record or in your SLO condition?
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