The table below lists the fields of the Sla Notification Scheme form and provides utilization guidelines for each field.
Field Label
Utilization Guideline
Name
The Name field is used to enter the name of the scheme.
Disabled
The Disabled box is checked when the scheme may no longer be related to service offerings.
Threshold percentage
The Threshold percentage field can be set to any value between 1 and 99%.
Notify
The Notify table field is used to select the recipients of the notification sent at the configured threshold.
When ‘Current assignee’ is checked, notifications are sent to the current member of requests with an affected SLA to which this SLA notification scheme applies.
If the request is not assigned to a member, it is sent to the coordinator of the team of the request, or, if the team has no coordinator, to all team members.
These notifications are only sent when the request is assigned to the first line team or support team of the affected SLA to which this SLA notification scheme applies.
Notifications can also be set to the service owner. This can only work if that person has access to the Specialist Interface, as notifications are never sent to end users.