Creating notifications for SLA warning and breaches

This recipe will show you how to configure Service Manager to send an e-mail notification when a work item moves into either an SLA warning or breach state.

Getting ready

Ensure Service Levels are fully configured by following the previous recipes in this chapter.

It is also assumed that you have set up an SMTP channel for e-mail.

How to do it...

The following steps will guide you through the process of creating notifications within Service Manager for when an SLA goes into warning or breach:

  1. Navigate to the Administration node of the Service Manager console, expand the Notifications folder and click on Templates.
  2. Click on Create E-Mail Template in the tasks pane on the right-hand side of the ...

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