Help with SLA completion

[Abhijit Das7]

Hi Everyone,

We have one custom catalog item called Custom X, RITM of this catalog item has 5 days SLA. We need to establish reminder functionality for RiTM's of Custom X only:

- 50% SLA: notification to the RITM assignment group.

- 75% SLA: escalation to Attention team, assigned to "Vendor Enhancement Triage Team"(New group)

- 100% SLA: additional comments: "Ticket is being escalated to Vendor team. No additional actions are required"

How can achieve above functionalities ?

cc: @Ankur Bawiskar 

Thanks in advance

[GeenlakuntaM]

Hi @Abhijit Das7 ,

Please refer to this https://www.servicenow.com/community/developer-forum/how-to-send-email-using-flow-designer-when-sla-...  

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Waseem G.

[Astik Thombare]

Hi @Abhijit Das7 ,

There is one OOTB flow with name "SLA notification and escalation flow". You can take help of this Flow to achieve your scenario 

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Astik