Notification if SLA 40% left time.

[IamMarcoandNew]

How do I send notification to the assigned person once the SLA only left 40% of the time.

[Sanjay191]

Hi @IamMarcoandNew 

Please refer the below solution, makesure please change the data according to your requirement. 

1.Create a Flow Designer flow similar to the one shown in the screenshot below. Configure the required trigger, actions, and logic to match the intended process.

Event configurations in flow.

2.Create an event-based notification that is triggered when the specified event is fired. Configure the notification to send the appropriate message to the intended recipient.

3. Retrieve the assigned user from the ticket and pass the user's sys_id into parm1. The notification will then be triggered and sent to the corresponding assigned user.

4 For the final content body, you can add or modify the content as needed based on your requirements.

If you found my response helpful and it answered your question, please consider marking it as the accepted solution and giving it a thumbs up. It helps others in the community find the solution more easily.

Thank you!

[Tanushree Maiti]

Hi @IamMarcoandNew 

1)If you have existing custom SLA workflow  in workflow (legacy):

• Navigate to the Workflow Editor, check out your custom SLA workflow, and access the Core tab ServiceNow Community. 
• Drag the SLA Percentage Timer activity onto the canvas. Set the name (like Wait 60 percent of SLA duration) and enter 60 as the percentage
• Connect the timer to a Create Event activity that triggers a custom event( like sla.warning.40)
• Create a new notification on the task_sla table that listens for your custom event and routes the email to the assignee

OR,

2.Builda custom flow in Flow Designer.

Refer:SLA Percentage Timer action 

https://www.youtube.com/watch?v=ImIopHuKZXk

How to Trigger SLA Breach Notifications in ServiceNow (and Show SLAs on the Ticket)

• Open Flow Designer and create a new Flow.
• Set the Trigger to Application -> SLA Task.
• Set the condition: [Task SLA] [Stage] [is] [In Progress] and [Task SLA] [Has breached] [is] [false]

SLA 40% Warning

• Add an action: SLA -> SLA Percentage Timer.
• Set the Percentage to 40.
• Add actions to take at 40%, such as ServiceNow Core -> Update Record (to add a work note) or Notification -> Send Email to warn the assignee

[Nishant8]

Hello @IamMarcoandNew , Create a Flow and set the Trigger as 'SLA Task' and use 'SLA Percentage Timer' action in the Flow and set the percentage to 60% so that it runs when 40% is left.

There is an OOB Flow, SLA notification and escalation flow,  available, which you can refer to build your flow. It's configured to run on 50% and 75% breach.

Please find below screenshots to add 'SLA Percentage Timer':

Regards,

Nishant