SLA notifications are not going out to users when SLAs reach target of 50% or 75 %.

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    PRODUCT:

    BMC Service Level Management


    APPLIES TO:

    Applies to all version in SLM



    PROBLEM:

     

     SLA notifications are not going out to users when SLAs reach target of 50% or 75 %.

     

     


    CAUSE:

    Configuration issue for SLM notifications.


    SOLUTION:

     

    To Resolve the issue perform the following step:

    -Open NTE:CFG-Notification Events in midtier and search with
    Notification Event Type : System Default
    Module Name: Incident
    Notifications Events:
    SLA Resolution Escalation
    SLA Resolution Escalation Notification
    SLA Response Escalation
    SLA Response Escalation Notification
    Check if Remedy Notification Method is set to Email? If not then set to Email and test again.
     

    - Also change the TO field value from AssigneeID field to Assignee from Milestone action and rebuilt the service target.

    To resolve SLM Notification issues you can configure the SLM:EventSchedule:TADPolling escalation to run in a private queue.

     


    Article Number:

    000251047


    Article Type:

    Solutions to a Product Problem



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