sla notification

Deepanshi1
Mega Guru

i want to trigger notofication when sla has breached and when sla has breached 50%

4 ACCEPTED SOLUTIONS

ersureshbe
Giga Sage
Giga Sage

Hi, 

Pls, refer below link to understand your requirements and beyond your expectation as well.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0689050

 

Regards,
Suresh.

View solution in original post

i configured it according to the requirement. It will notify the agent when sla has reached 50% and 100%. then now how can i check it if it has been triggered or not. if agent have been notified or not.

View solution in original post

Aniket Chavan
Tera Sage
Tera Sage

Hello @Deepanshi1 ,

For the testing purpose you can reduce the SLA duration to 10 seconds or something and test the notification and once you're satisfied with the output revert the conditions to original.

AniketChavan_0-1704275410848.png

 

 

View solution in original post

Hi, I request you to create a P1 ticket and monitor the 'sys_email_list' table you will see the milestone notification entry in the table and confirm the working conditions.

Regards,
Suresh.

View solution in original post

9 REPLIES 9

ersureshbe
Giga Sage
Giga Sage

Hi, 

Pls, refer below link to understand your requirements and beyond your expectation as well.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0689050

 

Regards,
Suresh.

i configured it according to the requirement. It will notify the agent when sla has reached 50% and 100%. then now how can i check it if it has been triggered or not. if agent have been notified or not.

Hi, I request you to create a P1 ticket and monitor the 'sys_email_list' table you will see the milestone notification entry in the table and confirm the working conditions.

Regards,
Suresh.

Aniket Chavan
Tera Sage
Tera Sage

Hello @Deepanshi1 ,

For the testing purpose you can reduce the SLA duration to 10 seconds or something and test the notification and once you're satisfied with the output revert the conditions to original.

AniketChavan_0-1704275410848.png

 

 

Deepanshi1
Mega Guru

hi can i trigger notification for sla via flow designer for 50% and 100%