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
- In the Service Level Agreements application, select the
service level agreement for which you want to create a notification.
- On the Escalation tab, click the Notifications sub
tab.
- Click New Row.
- In the Template field, complete
one of these steps to create a notification:
- To create a free-form notification, specify values for
role and recipient, subject, and message.
- 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.
- Optional: Specify a value for role and recipient.
- Save your changes.