send provider notifications on SLA breach

[i_sachin_]

Hello everyone,

I need help with setting up provider notifications in ServiceNow based on SLA breach milestones (50%, 75%, and 100%). My requirement is as follows:

• When an SLA breaches at 50%, 75%, and 100%, I want to send a provider notification(bell icon).
• If the assignment_group field is filled, the notification should be sent to the assignment group.
• If the assignment_group is filled and the assigned_to field is also filled, the notification should be sent to the assigned person.

I am looking for guidance on how to achieve this. If anyone could provide a detailed solution, that would be greatly appreciated.

Thank you!

[Mahathi]

Hi @i_sachin_ 

You can use the workflow or flow designer to configure the SLA Breach notifications.

SendEmail flow can be used to send it on different percentages.

You can follow these general steps:

1. Create a Flow Designer flow that triggers on the SLA breach event.
2. Add a condition step that checks if the breach percentage is equal to or greater than 90%. You can use the "Get SLA Breach Percentage" action to retrieve the breach percentage.
3. Add an action step to send an email using the "Send an Email" action. In the email message, include information about the breached SLA, such as the ticket number, SLA name, and current breach percentage.
4. Save and activate the flow.

Here is an example of what the flow might look like:

1. Trigger: "SLA Breach"

2. Condition: "Is SLA Breach Percentage >= 90%?"

3. Action: "Send an Email"

• To: [recipient email address]
• Subject: "SLA Breach Notification: [ticket number]"
• Body: "The SLA for [SLA name] has been breached by [breach percentage]%. Please take action to resolve this issue."

https://www.servicenow.com/community/developer-forum/how-to-send-email-using-flow-designer-when-sla-....

If my answer solved your issue, please mark my answer as ✅Correct & 👍Helpful, this can help people find answers to their queries quicker.

Thanks,
Mahathi

[i_sachin_]

Hi @Mahathi, I'm trying to send the provider notification not the email notification.

[Rupesh11]

Hi Sachin,

For Provider Notification you need to navigate to Notification Module > Provider Notification > Create Provider Notification

Once you click on Provider Notification will open below window and click on "New" Button:

Once you click on the New button you need to provide SLA Table information as below.

You need to also use Business Elapsed percentage, SLA Definition, Assignment Group, Assignment to field Name as per requirements, and then you need to also set who will receive the provider notification in the second tab. 

This is what OOB We can do the configuration. You can also create 2 different Provider Notification for Assignment Group and Assign to fields 

1. Assignment Group is not empty and Assignment to is empty.
2. Assignment to is not empty 

This way we can reduce the customisation and use the OOB configuration. 

[Rupesh11]

Hi Sachin,

Let me know if you need any other information.