We are using SM 9.3
We have configured Escalation mail notification for one category.
SLA details for that is
Type : Interval
Duration : 2 16:00:00
Schedule : 8AM to 8PM 5 days a week
Now we want to configure escalation mail when the call is open even after 2 days.
What will be the calculated expression for that??
Thanks in advancec.
SLO is already there for the given time duration.
I am not able to pur proper expression in the field calc expression in Alert definition.
Currently in Alert definition, we set..
Alert condition as "evaluate($L.slo.record.active) and evaluate($L.slo.condition)"
and select Calculation Type as use expression
and set calc expression as '$L.alert.time=$L.slo.expiration - $L.sla.allowed*0.5'
but this is not working.
Thanks for your reply.
But, this is not working. After adding this matrix system is sending notification after 4 / 6 days of the interaction open time.
Previously we had used the below expression, but notification not flowing exactly after 2 days of the case registration.
$L.alert.time=$L.slo.expiration - $L.sla.allowed*0.66