Notification SLA

[larissaribe]

How do I create a notification that the SLA is one day away from expiring?

[Ankur Bawiskar · Accepted solution]

@larissaribe

this link should help you

How to send a notification before one day of SLA breaches 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar · Accepted solution]

@larissaribe

this link should help you

How to send a notification before one day of SLA breaches 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Mexiprince · Accepted solution]

Hi @larissaribe ,

Review the SLA notification already provided by default/baseline -

Search for System Notification > Email >Notifications, filter for SLA under category

active=true^category.nameSTARTSWITHSLA

Also review the  SLA notification documentation

SLA sends notifications at certain events defined in the workflow.

By default, SLA notifications are sent on three occasions:

1. SLA is at 50% of the duration specified in the SLA Definition: Notification is sent to the user in the Assigned to field mentioned in the incident form and the Supported by field in the configuration item form.
2. SLA is at 75% of the duration specified in the SLA Definition: Notification is sent to the user in the Assigned to field mentioned in the incident form and the manager of the user.
3. SLA is breached: Notification is sent to the user in the Assigned to field mentioned in the incident form and the manager of the user.

https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/service-level-man...