Clarity Service Management

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SLA Notification suddenly stopped

  • 1.  SLA Notification suddenly stopped

    Posted 12-17-2018 04:36 AM

    Hi Team

     

    we suddenly noticed that since 3 days the sla notifications are not firing. Other notification like initial, comment, closed etc are firing but not the SLA. What could be issue. pls suggest. Even there is no SLA Notification in  Notification history of incidents.

     

    Nothing changed in configuration of SLA in past days.



  • 2.  Re: SLA Notification suddenly stopped

    Posted 12-19-2018 07:34 AM

    Pls can anyone advise?



  • 3.  Re: SLA Notification suddenly stopped

    Posted 12-19-2018 07:43 AM

    Hi Aamir,

     

    Can you confirm if the issue with a specific SLA or all? Do you note of any recent changes to the SLA's?
    Do you see any suspicious entries in the log file?

     

    Check if the SLA is Active in this case, if not try to manually trigger the SLA to validate the behavior.

    By the way, What version of the product are you using right now? and current patch level?



  • 4.  Re: SLA Notification suddenly stopped

    Posted 12-19-2018 07:49 AM

    Hi Mahesh

     

    The issue is with all SLAs and no any changes done on the SLA. IT is confirmed. ALso i have triggered default SLA on ticket but notification not fired.

     

    We are running 17.1 version. Not applied any patch.

     

    i have already opened a case for this case#01262327 but no resolution so far.