Creating notifications for service level agreements

You use notifications to communicate about conditions in a service level agreement that were defined in the escalation process. You can create two types of notifications: free-form or template-based. Free-form notifications require that you define a role or recipient, subject, and message. Template-based notifications use a predefined communication template.

Procedure

  1. In the Service Level Agreements application, select the service level agreement for which you want to create a notification.
  2. On the Escalation tab, click the Notifications sub tab.
  3. Click New Row.
  4. In the Template field, complete one of these steps to create a notification:
    1. To create a free-form notification, specify values for role and recipient, subject, and message.
    2. To create a template-based notification, specify a value for the template. The Subject field and Message field are populated based on the template that you select. These fields could be populated with substitution variables. For example, a subject line reads: Expiration Notice:contract:contractnum. :contractnum is replaced with the actual contract number.
  5. Optional: Specify a value for role and recipient.
  6. Save your changes.


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