<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p data-pasted="true"><strong><span style="font-size: 11pt;">In this guide we will cover:</span></strong></p><p><span style="font-size: 11pt;"><strong>- </strong></span><strong>What are SLA and OLA Notifications?</strong></p><p><strong>- Configuring Warning Thresholds </strong></p><p><strong>- Setting Up Warning Notifications</strong></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1848" target="_blank" rel="noopener noreferrer"><strong>Notifications</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/1865" target="_blank" rel="noopener noreferrer"><strong>Service Level Agreements (SLAs)</strong></a></li></ul><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/891" target="_blank" rel="noopener noreferrer"> <strong>Notifications </strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/1927" target="_blank" rel="noopener noreferrer"><strong>Service Level Agreements (SLAs)</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/2289" target="_blank" rel="noopener noreferrer"><strong>Advanced SLA Settings</strong></a></li></ul><p> </p><p><span style="font-size: 11pt;"><strong><em>Note: OLA Notifications have been introduced as of v2.234.1+, on versions prior to this only SLA notifications are available. </em></strong></span></p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>What are SLA and OLA Notifications?<br></strong></span></p><p><span style="font-size: 11pt;">Service Level Agreement (SLA) notifications are essential tools that help team members stay proactive in meeting response and resolution targets. This guide explains how these notifications work and how to configure them effectively. OLA notifications can also be configured from v2.234.1+, these are set up in a similar way to SLA notifications and are designed to help manage operational targets.</span></p><div data-pasted="true"><br></div><p data-pasted="true"><span style="font-size: 14pt;"><strong>Configuring Warning Thresholds </strong></span></p><p><span style="font-size: 11pt;">Before you setup your notifications you will need to configure when warnings should be issued. To do this, navigate to Configuration > Service Level Agreements > General Settings. </span></p><p><br></p><p><span style="font-size: 11pt;">For configuring SLA Warnings, scroll to the "Notifications" section.</span></p><p><br></p><p><span style="font-size: 11pt;">Here you will find the F</span>irst SLA Warning, which serves as an initial alert that an SLA deadline is approaching, and the Second SLA Warning, which provides a final alert before the SLA deadline. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1Mjc2YzY0LWI4NzctNDEyYi1hOGJjLWI3NzYzODFmNWI1NiJ9.FGKh1beNEQuOWoffKUQxDsJx5jH8OuamG2an7LcU3j4" class="fr-fic fr-fil fr-dib" width="818" style="width: 820px; height: 377.529px;" height="378"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 1. SLA Warnings setup</strong></span></p><p><br></p><p>For OLA Warning configuration, scroll to the "OLA Notifications" section, and select the "Enable OLA events" checkbox. With this enabled you will be able to set the thresholds for each warning.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRlZDRiNTVhLTI2MGItNGNjYS1hZmQ5LTlmNWNiZWNhMDUyMCJ9.1Dc5J1KAHe-V9_Cyg1QqVDzkS0wU1800umBgex3h7WA" class="fr-fic fr-fil fr-dib" width="788" style="width: 790px; height: 483.609px;" height="484"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 2. OLA Warnings setup</strong></span></p><p><br></p><p><span style="font-size: 11pt;">Both SLA and OLA warning thresholds can be configured using one of the methods outlined below, you will need to set your chosen method using the</span> notification warning drop-down:</p><div><p><br></p><div><span style="font-size: 11pt;"><strong>Percentage-based warnings:</strong></span><p><span style="font-size: 11pt;">Set warnings to trigger when a certain percentage of the response or resolution time remains</span></p><p><span style="font-size: 11pt;">For example: A warning at 75% means it triggers when 75% of the available time has elapsed</span></p></div><p><br></p><div><span style="font-size: 11pt;"><strong>Time-based warnings:</strong></span><p><span style="font-size: 11pt;">Set warnings to trigger a specific number of hours before the deadline</span></p><div><span style="font-size: 11pt;">For example: A warning 4 hours before the resolution deadline</span></div><p><br></p></div></div><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhjNzg0OTMxLTYwY2UtNGQ4OS1hZmVkLTg5Y2VmY2I5ODU2MCJ9.b5KMk-Xcp8oTffjygYgJr-C3ZbQwKCPvUhyvRDpddpQ" class="fr-fic fr-fil fr-dib" width="684" style="width: 686px; height: 205.37px;" height="205"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 3. Calculation Method </strong></span></p><p><br></p><p>Once you have chosen which method to use you will need to set a value to determine what percentage/how many hours before the warning should trigger.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQyNmUzZjYzLWQ4MzUtNGM1ZC1iNjcxLTFiMGEyMmZhZjgyZSJ9.zA60b_2BLrWQhBfFQ0j9edC1guP3NhgJOymwvL0RVTo" class="fr-fic fr-fil fr-dib" width="646" style="width: 648px; height: 210.271px;" height="210"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 4. Hours/percentage complete</strong></span></p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>Setting Up Warning Notifications</strong></span></p><p><span style="font-size: 11pt;">For both SLA and OLA notifications navigate to Configuration > Notifications.</span></p><p><br></p><p><span style="font-size: 11pt;">Here you will need to create or edit a notification with the relevant SLA or OLA warning as the trigger. You will need to create a notification for each warning. </span></p><div class="warning-levels"><div><br></div></div><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMxYjZlMWU2LTY3OGQtNDU3MS05MDNkLWYwZDYxNTZlMzNkYyJ9.gAIEgmOyuZGVhJPwZx_sx0Z2xuzHP0eWDKHWvEv_xUc" class="fr-fic fr-fil fr-dib" width="940" style="width: 942px; height: 235.344px;" height="235"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 5. SLA Warnings notification trigger </strong></span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ4MzllMmFhLTE4ZTMtNDU1NS1hOWJhLTRjMzI3MTVjMDQ3ZSJ9.4e-qbuxKNZpv5rv_63jl8RGlWv5XBU41WhXmKtngpQY" class="fr-fic fr-fil fr-dib" style="width: 934px; height: 230.862px;" width="932" height="231"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 6. OLA Warnings notification trigger</strong></span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Notification Delivery Methods</strong></span></p><p><span style="font-size: 11pt;">When an SLA warning is triggered, the system can notify agents through three channels:</span></p><p><br></p><div class="notification-methods"><ul><li><div><span style="font-size: 11pt;">Email notifications</span></div></li><li><div><span style="font-size: 11pt;">Pop-up alerts within the system</span></div></li><li><div><span style="font-size: 11pt;">Mobile Push</span></div></li></ul></div><p><span style="font-size: 11pt;"><em><strong>Note: Agents must be subscribed to receive these notifications. This subscription-based approach ensures that only relevant team members receive the alerts.</strong></em></span></p><p><br></p><p><br></p><div class="best-practices"><span style="font-size: 12pt;"><strong>Best Practices for Warning Configuration</strong></span><ul><li style="font-size: 11pt;">Consider your team's typical response patterns when setting warning thresholds</li><li style="font-size: 11pt;">Ensure enough time between warnings for agents to take action</li><li style="font-size: 11pt;">Account for different time zones if your team operates globally</li><li style="font-size: 11pt;">Test notification settings with a small group before rolling out widely</li></ul></div>
