Creating repeated notifications before SLA breaches with escalation
This recipe will show you how to set up a notification for incidents that are in a warning SLA status and send repeated notifications before a breach occurs, including sending a notification to an escalation point.
Getting ready
It would be advisable to perform the Setting up SLA notifications for warning and breaches recipe in this chapter first, as some of the principles are the same.
It is also assumed that you have set up an SMTP channel for e-mail.
How to do it...
The following steps will guide you through the process of creating notifications that repeat before an SLA breach occurs, along with escalation:
Navigate to the Administration node of the Service Manager console, expand the Notifications folder and click on Templates.
Click on Create E-Mail Template in the tasks pane on the right-hand side of the console.
Provide a title and a description for the template.
Click on the Browse... button next to the targeted class box...
