To help teams stay on track, you can set up SLA breach notifications. These alerts automatically warn users before a goal becomes overdue.
How it works:
You decide at what point in the SLA lifecycle the notification should be triggered. For example, you can configure the app to send a reminder when 50% or 80% of the SLA time is spent.
Once enabled and saved, the system will send a notification to the selected users or groups with details such as:
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SLA name and goal
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Remaining time
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Assignee and reporter
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Direct link to the work item
This ensures that no critical task slips through unnoticed.
Configuration steps
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Go to SLA Configuration Manager.
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Open SLA Time Goals settings and configure the goals with the required time limits.
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Click the Actions button and select the option to set up a Before breach notification.
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In the window that appears, adjust the slider in Trigger notification when goal is… to the desired threshold (for example, 50%, 80%, or 90%).
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Select the involved users or groups who should receive the alert.
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Customize the notification text using the available shortcodes.
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Click Save to activate the notification.
Notes
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Notifications are enabled immediately after saving.
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You can reset the text to the default template at any time.
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All notification settings can be managed later in the app configuration.
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Notifications are not available for SLA goals shorter than 5 minutes.
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Validation rule: there must be at least 5 minutes between the SLA start, notification trigger, and SLA breach. This rule ensures stable recalculation and prevents possible webhook logic conflicts when the SLA is close to completion.
Helpful resources & links
