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    Kaviarasu K
    Notify Technician 30 minutes before end of SLA end time
    Topic posted February 12, 2019 by Kaviarasu K, tagged Collaboration 
    65 Views, 1 Comment
    Title:
    Notify Technician 30 minutes before end of SLA end time
    Summary:
    Notification need to be sent 30 mins before end of sla end time
    Content:

    Hi Experts,

    We need to notify technician 30 mins before end of sla end time via collaboration window. 

    We have tried with "SLA Window Warning" launch condition, but it seems to be triggering at the time of SLA end. We do not see an option to trigger it 30 minutes before end of sla time.  

    Document says that we can set threshold parameter but not sure where to set it.

    " Configure this trigger using the threshold parameter ( hours/minutes) near the SLA window warning trigger selector on the Notification Triggers screen. It defines the number of minutes before the end of the SLA window that is used in the condition. "

    Could you please let me know your comments if someone implemented this scenario. Thanks in advance.

    Best Regards,

    Kaviarasu K

    Version:
    18D

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