Solved
Include SLA details in auto notifications
It would be really useful t be able to include details of SLAs in to auto notifications sent to users.
Currently this doesn't appear to be an option.
Best answer by Alan Lytton
You could also go into your settings go to service desk->due dates, and set up a due date based on your specific SLA.
Once that is set you can go to your notification and include ${DueDateOnly} as a call reference and it will provide the end users with due date based on the SLA time set prior. If you want date and time not just date then use ${DueDate}
Keep in mind that the "Due Period" field inside a new due date is looking for a value in hours.
Can you please provide an example? In the auto notifications you can include almost anything, custom fields too.
Yep, essentially we wish to add in the SLA time. so, for example, if an SLA has a 24 hour turnaround time then we would like to add this in the response.
You can create a custom field and, if required, write a beforeSave trigger to display/calculate the value automatically, according to service agreements, due dates, etc.
To include the custom field in the notification, use the following tag ${sr.getAddonFieldValue("CUSTOM FIELD NAME")} - replace CUSTOM FIELD NAME with the DB name you can find under in Advanced tab of custom field's form
You could also go into your settings go to service desk->due dates, and set up a due date based on your specific SLA.
Once that is set you can go to your notification and include ${DueDateOnly} as a call reference and it will provide the end users with due date based on the SLA time set prior. If you want date and time not just date then use ${DueDate}
Keep in mind that the "Due Period" field inside a new due date is looking for a value in hours.
Alan's solution is surely easier, if you use due dates 👍
Love this, the power of the community wins yet again! You rock people.
As part of an over hall of the community is undergoing (stay tuned for the exciting news!) we are reviewing old posts and locking old threads including this one.
Cheers,
Maayan
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