In short, Only create 2 E-Mail templates. One for Warning and one for Breech. Then use the details to make the template more specific.
In Long;
First off you need to create the SLO's for the targets you want.
SLO's are made up of:
- A Metric
- A Queue
- An SLO
Create a Metric for your Incidents that you want to trigger on.
For Example:
- Title: Incident Resolution Time
- Class: Incident
- Start Date: Created Date
- End Date: Resolved Date
Next Create the Queue:
For Example:
- Title: Incident Priority 1
- Class: Incident
- Criteria: Trouble Ticket Priority Equals 1 AND Status Equals Active
Finally create the SLO:
For Example:
- Title: Incident Resolution Time - Priority 1
- Description: Please resolve this Incident before the Target End Date or escalate to higher support.
- Class: Incident
- Queues: Incident Priority 1
- Service Level Criteria:
- Calendar: Normal Support Hours
- Metric: Incident Resolution Time
- Target: 10 Hours
- Warning: 5 Hours
Next, you will need to create the notification template you want to send out. In this case you will need 2:
- SLO Warning
- SLO Breeched
Both of these templates will have to use the "Service Level Instance Time Information" target class how ever you have to make them generic as the type of Warning or breech that is happening.
For Example - The Warning template might be:
Greetings <AnalystFirstName>,
<IR###> has reached a warning state for Incident Resolution Time - Priority 1.
This work item will breech this SLO on <TargetEndDate>
<SLODescription>
Thanks,
Service Desk
This way whenever the SLO status changes to warning it will show the specifics of the Incident and the specifics of the SLO.
From the input described above the actual e-mail sent for an Incident would look like:
Greetings Brett,
IR1234 has reached a warning state for Incident .
This work item will breech this SLO on 31/03/2015 14:00
Please resolve this Incident before the Target End Date or escalate to higher support.
Thanks,
Service Desk
For the response SLO you may have a description like: "Please respond to the affected user and enter a comment in to the Incident that is marked as "First Response" before the target end date"
I hope this covers everything you need.