How to Send SLA Notification Information to the Assigned-To User


Updated: May 13, 2016

Applies To: System Center 2012 SP1 - Service Manager, System Center 2012 R2 Service Manager, System Center 2012 - Service Manager

In System Center 2012 – Service Manager, you can send notifications to analysts who are responsible for incidents when each incident is within the warning period of its service level objective. Because periodic notifications require a large amount of system resources, the following example notifies the analyst once when the service level objective goes to a warning state.

To send an SLA notification to the assigned-to user

  1. In the Service Manager console, click Administration.

  2. In the Administration pane, expand Notifications, and then click Subscriptions.

  3. In the Tasks pane, click Create Subscription to open the Create E-Mail Notification Subscription Wizard.

  4. On the Before You Begin page, read the instructions, and then click Next.

  5. On the General page, complete these steps:

    1. In the Notification subscription name box, type a name for the subscription for the service level objective.

    2. In the Description box, type a description of the subscription for the service level objective.

    3. In the When to notify list, select When an object of the selected class is updated.

    4. Next to Targeted class click Browse and then in then in the Frequently used basic classes list, select All basic classes. In the Select a Class dialog box, click Service Level Instance Time Information, and then click OK to close the dialog box.

    5. Keep the default management pack information, and then click Next.

  6. On the Group/Queue Selection page, click Next.

  7. On the Additional Criteria page, complete these steps:

    1. In the Changed From tab, set [Service Level Instance Time Information] Status Does Not Equal Warning.

    2. On the Changed To tab, set [Service Level Instance Time Information] Status Equals Warning, and then click Next.

  8. On the Template page, select an email template or create a new one targeted at the Service Level Instance Time Information class. For more information about creating email notification templates, see How to Create Notification Templates. Click Next.

  9. On the Recipient page, click Add and select the groups and users to send the notification to, and then click Next.

  10. On the Related Recipient page, click Add, select [WorkItem]WorkItem has Service Level Instance Information in the left box, and then select Primary Owner and Assigned To User in the right box, and then click Next.

  11. On the Summary page, review the information, and then click Create.

  12. On the Completion page, click OK to close the wizard.

See Also

How to Create Notification Templates