Notifying Manager one hour before Goal (SLA)

General
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1

Hi , In SLA How can we notify Manager or Assignee one hour before the Goal is reached? We all know how to do that once goal is reached . But what if I want to send a notification x hrs. before the Goal.

Thanks in advance

2

Hi @AnanyaA2,

We do not have an option to do this in a single SLA rule.

You need to write 2 SLA rules.

SLA 1 - Set the GOAL time by using a property value. Calculate goal time and minus one hour from it. This would give you the notification time to the Manager/Assignee. send notification.

SLA -2 set actual Goal time.

SLA 1 would be on assignment 1 and SLA 2 will be on the next assignment.

if the user performs assignment 1 then you need to handle to skip assignment 2

3

@saiganeshgoudn5231 Thank you for the answer Ganesh .

4

Hi @AnanyaA2

Pease do let me know if you have followed any other approach and resolved it.

5

@saiganeshgoudn5231 Sure I will