Good day all,
Hope someone can give me some guidance. I'm having trouble setting up SLM notifications. Here's what I would like to happen:
at the Notification Threshold % for a response and resolution Work Target, send a notification its about to be breached. Then, once a response or resolution Work Target has been breached, send out a notification.
Currently, my response WTs are set for 15 minutes, resolution WTs are set for 2 hours and both Notification Thresholds are set to 75, yet at the 10-ish minute mark of a ticket, two emails are sent stating the response AND resolution has been breached. Then at the 1 1/2 hour-ish mark, two emails are sent stating the response and resolution are ABOUT to be breached...COMPLETELY opposite of what I want.
I've attached pics of my rules, anyone have any suggestions?