sla notification

[Deepanshi1]

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

[ersureshbe · Accepted solution]

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

[Deepanshi1 · Accepted solution]

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.

[Aniket Chavan · Accepted solution]

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.

[Aniket Chavan]

Hello @Deepanshi1 ,

There will be OOB sla notifications, have you reviewed them? If not then firstly please check and then configure accordingly.

You can follow this link as well for better understanding of SLA SlA notifications 

[Deepanshi1]

i checked all ootb sla notification but its not present.

[Aniket Chavan]

Hello @Deepanshi1 

I still think there will be a notification for SLA so can you please check once by following this article SLA  and check what is the trigger percentage like 50%.

Please let me know your views on this so that we can proceed accordingly and if the configurations are not there then we will configure them as new.

[Deepanshi1]

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.