Flow Designer Email Trigger Issue for SLA Warning

[swethavelu]

Hello Community,

I have implemented a Flow Designer flow to send an email notification when an SLA is nearing breach. Below is the high-level structure of my flow:

• Trigger: SLA Task (task_sla table)
• Action 1: Lookup Records (to fetch Case details)
• Action 2: Flow Logic → If Stage != Breached
• Action 3: Send Email

The SLA configuration:

• Resolution SLA: 10 minutes
• Response SLA: 5 minutes

The flow uses Wait until 90% of SLA Duration before sending the email.

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Issue:

• When the SLA reaches 90% in real-time, the email is not sent automatically.
• Additionally, when I check the SLA Task record, Business Elapsed Percentage = 100%, but no email was sent.

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Questions:

1. Why does the email trigger doesn't work when SLA reaches 90%?
2. How can I ensure the email is sent only when SLA is nearing breach and not after it is breached?

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Additional Info:

• Flow is active and published.
• SLA Task shows correct progress.
• No errors in Flow Execution logs.

Any guidance or best practices for handling SLA-based notifications in Flow Designer would be greatly appreciated.

Thank you,
Swetha.

[Dr Atul G- LNG · Accepted solution]

Hi @swethavelu 

There is an out-of-the-box (OOTB) flow for the same. If you check that, it will be helpful for you