How to create email notification for Incident SLA reached 75% business elapsed time?

[Giri prasad Bat]

  When i try to send the email notification for SLA has completed 75% of business elapsed time  for incident table,I need to select the Incident SLA table in email notifications.But it is not posible to access the Number field from the variables,because it is not available in Incident SLA table.So what i need to do to send SLA time 75% reached email notification for incident table.Can you please give your answers.

Thank you,

in advance.

[AshishKM]

Hi Giri,

Create a business rule on TASK_SLA table and filter the records based on Business elapsed percentage or Actual elapsed percentage.

Create an new event ( lets say SLA 75 Warning )

Create email notification on this event.

In Business rule trigger the event based on matching condition via gs.eventQueue() method. You can pass the incident number as an input parameter and use the same in email notification.

Refer for gs.eventQueue() method

https://developer.servicenow.com/app.do#!/lp/new_to_servicenow/app_store_learnv2_automatingapps_madr...

Thanks,

Ashish

Please mark correct/helpful if it helps you.

[Uncle Rob · Accepted solution]

Why not integrate it into the SLA workflow using a Wait activity that goes for 75% completion time?

[Michael Fry1]

Robert is correct! No need for a business rule when this functionality comes out of the box via a workflow running on the SLA.

[Giri prasad Bat]

Thanks all for your reply