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SLA notifications are sent out at the same time for 25%,50% and 75% completion. - Support and Troubleshooting
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  • SLA notifications are sent out at the same time for 25%,50% and 75% completion.
KB0714473

SLA notifications are sent out at the same time for 25%,50% and 75% completion.


716 Views Last updated : Jul 24, 2025 public Copy Permalink
KB Summary by Now Assist

Issue

The SLA notifications are sent out at the same time for 25%,50% and 75% completion.

Release

All releases.

Cause

The most probable root cause for this issue is that the 'Duration type' field on the SLA Definition is empty. It has to be either a 'user-specified duration' or a 'relative duration'.

When the 'Duration type' field is empty, then the SLA doesn't understand whether to consider the 'user-specified' duration or a 'relative duration'. So the duration will be considered as 0 and it triggers 25%,50% and 75% completion notifications all at the same time.

 

Resolution

Set the 'Duration type' field on the SLA Definition to either a 'user-specified duration' or a 'relative duration'.


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