Notification SLA

larissaribe
Tera Contributor

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

2 ACCEPTED SOLUTIONS

Ankur Bawiskar
Tera Patron
Tera Patron

@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.

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader

View solution in original post

Mexiprince
Kilo Sage
Kilo Sage

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

Mexiprince_0-1749657373067.png

 

 

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...

View solution in original post

2 REPLIES 2

Ankur Bawiskar
Tera Patron
Tera Patron

@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.

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader

Mexiprince
Kilo Sage
Kilo Sage

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

Mexiprince_0-1749657373067.png

 

 

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...