You can configure Service Manager to send notifications to the responsible IT professional when a service level objective reaches certain states, such as the warning or breach state. For example, to configure the responsible IT professional to be notified when an incident enters the warning state prior to breaching a SLO, perform the following steps:
1. In the Administration workspace of the Service Manager console, click Subscriptions, under Notifications.
2. In the Tasks menu, click Subscriptions, and then click Create Subscription.
3. On the General page of the Create E-Mail Notification Subscription Wizard, provide a name of the notification, select a management pack in which to store the notification, and configure the following settings, as shown in Figure 1.
- When To Notify When An Object Of The Selected Class Is Updated
- Targeted Class Service Level Instance Time Information
FIGURE 1 SLA Warning Notification
4. On the Group/Queue Selection page, click Next.
5. On the Additional Criteria page, configure the following settings:
- On the Changed From tab, set [Service Level Instance Time Information] Status Does Not Equal Warning.
- On the Changed To tab, set [Service Level Instance Time Information] Status Equals Warning. This setting is shown in Figure 2.
FIGURE 2 Additional Criteria
6. On the Template page, select or create an email template that is targeted at the Service Level Instance Time Information class. Figure 3 shows the creation of this template.
FIGURE 3 Notification template
7. On the Recipient page, click Add to select the groups and users to which the notification should be sent.
8. On the Related Recipient page, click Add. On the Select Related Recipient dialog box, click [Work Item] Work Item has Service Level Instance Information, and select Primary Owner, as shown in Figure 4, and Assigned To User.
FIGURE 4 Related recipient
9. Verify that the Related Recipients page matches Figure 5, and then complete the wizard.
FIGURE 5 Email notification subscription
SLO escalation
You can use the Change To Warning Of Incident or a service request’s Service Level Instance Time Information as the trigger point for a custom workflow that automatically escalates incidents, or service requests that are in danger of breaching. You can also create and use an Orchestrator runbook to escalate an incident or service request when it enters a warning or breached state.
