A sla is configured in such a way that it informs the manager by sending an email if the Goal/deadline time has elapsed however the email is not being sent up here,so what else do we need to debug apart from SLA agent and the send email activity?
Business users are not receiveing emails eventhough SLA Goal/deadline has elapsed,how to debug here?
Here are couple of troubleshooting tips
1: To Check the Audit logs to ensure the Goal/Deadline events are triggered.
2: To trace the SLA Notification Queue Processor and check for any error.
3: Check the Email Account → Test Connection → Ensure everything looks good.
4:Manager’s email ID is populated correctly in the Operator Profile
5: Run the SendEmail to ensure the Outgoing email is sent successfully which confirm the EmailAccount is fine.