Help with workflow

[Abhijit Das7]

Hi Everyone,

I have created a workflow for RITM. In this workflow I have to add few modifications:

- when 75% of SLA is completed of RITM , then it should change assignment group to another assignment group.

- when 100% of SLA is completed of RITM, then it should add additional comments - " Excalated ! no action required".

And I am not able to see "SLA percentage Timer" action in workflow. what can be the reason for it.

Can I add these changes into workflow?

Thanks in advance

[Runjay Patel · Accepted solution]

Hi  Abhijit,

You can achieve this by following below steps.

1. In your workflow add SLA timer activity.

2. After timer activity add "Run Script" activity and write the code to update the ritm with new assignment group.

3. In same workflow add another SLA timer activity and set 25%.

4. After 25% timer activity add "Run Script" activity again and write the code to update the ritm with  comments.

Accept the solution if it worked!

[Mayur2109]

Hi @Abhijit Das7 ,

I see there is a table called Workflow Activity Definition in which you can see SLA Percentage Timer activity which is available only for task_sla table. If you create workflow for task_sla table you will see SLA Percentage Timer in core activities.

I'm not sure if it will work or not but you can create new Workflow Activity Definition for sc_req_item table by copying code of OOTB activity definition for SLA Percentage Timer. See if it works or not.

Please check and Mark Helpful and Correct if it really helps you.

Regards,
Mayur Shardul

ServiceNow Rising Star 2024

[Moin Kazi]

Hi @Abhijit Das7 ,

The SLA Percentage Timer Activity is only applicable to the task_sla table. Therefore, if you want to use this activity, ensure that your workflow is built on the task_sla table.

I hope this helps!

Regards,
Moin