Flow not attached to Task SLA, which is already breached

[LukasMin1]

Hi everyone,

I have issue with Flow not attaching to already breached Task SLA under Incident.

Simplified Setup description:

We have 2 SLAs for Incident, which have same Flow attached to them. (Not workflow)

They start/cancel based on Urgency value.

Let's say 1. SLA-U3 and 2. SLA-U4

OK Situation:

I create Incident with Urgency 3 -> SLA-U3 Task is created and Flow is triggered.

When I change Urgency to value 4 and SLA is not breached -> SLA-U3 Task is cancelled (flow cancelled) -> SLA-U4 Task is created and Flow is triggered

NOT OK Situation:

I create Incident with Urgency 3 -> SLA-U3 Task is created and Flow is triggered.

SLA-U3 Task is breached -> Flow continues with steps, notifications etc.

When I change Urgency to value 4 -> SLA-U3 Task is cancelled (flow cancelled) -> SLA-U4 Task is created -> BUT Flow is not triggered

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In "SLA Engine" settings I see there is OOB property "com.snc.sla.workflow.run_for_breached", which defines if Workflow is run, when Breached Task SLA is attached to task. We have this property set to "TRUE".

Could there be a general issue, that similar OOB property is not created for Flow? Or am I missing some settings, which enables SLA Flow to be attached to Breached SLA Task?

[msd93]

Hi @LukasMin1 

In ServiceNow, the initiation of the specified Flow when an SLA (Service Level Agreement) is breached is not typically controlled directly by a property or script within the SLA configuration. Instead, it's managed through the SLA definition and associated workflows.

Please mark as helpful if it helped you.

Thanks,

Maria

[LukasMin1]

Hi Maria,

SLA definitions for this issue are associated with Flows, as it is the option during the creation of SLA definition.

This Flow is not getting triggered for SLA Task, which is already breached, but newly created for Incident.

https://docs.servicenow.com/bundle/vancouver-it-service-management/page/product/service-level-manage...

[LukasMin1 · Accepted solution]

Self resolved

If you have "SLA Definition", which is using Flow, instead of Workflow and you want for the flow to run, even if related SLA is already breached.

You need to create system property called "com.snc.sla.flow.run_for_breached" and set it to TRUE.

Not sure, if this is correct/proper solution, as I didn't see anywhere mentioned this property, but it works.