SLA Notification Scheme fields

The fields of the SLA notification scheme form are listed below and recommendations for using each of them are provided.

Name

The name of the scheme is entered in the Name field.

Disabled

The Disabled checkbox is set if the scheme is no longer associated with the service offers.

Threshold percentage

In the Threshold Percentage field, you can set any value from 1 to 99%.

Notify

In the Notify field, the recipients of notifications sent when the threshold value is set are selected. If the ‘Current Performer’ is selected, notifications are sent to the current requester with the affected SLA, to which this SLA notification scheme applies. If the request is not assigned to a participant, it is sent to the coordinator of the request team, or, if there is no coordinator in the team, to all team members. These notifications are sent only if the request is assigned to the first line support team or the support team of the affected SLA to which this SLA notification scheme applies.