How to send email using flow designer when sla reaches 90%

[MH3]

Hi All,

How to send email using flow designer to 'assigned to' member on an incident form when attached sla reaches 90% 

[Ratnakar7 · Accepted solution]

Hi @MH3 ,

You can follow these general steps:

1. Create a Flow Designer flow that triggers on the SLA breach event.
2. Add a condition step that checks if the breach percentage is equal to or greater than 90%. You can use the "Get SLA Breach Percentage" action to retrieve the breach percentage.
3. Add an action step to send an email using the "Send an Email" action. In the email message, include information about the breached SLA, such as the ticket number, SLA name, and current breach percentage.
4. Save and activate the flow.

Here is an example of what the flow might look like:

1. Trigger: "SLA Breach"

2. Condition: "Is SLA Breach Percentage >= 90%?"

3. Action: "Send an Email"

• To: [recipient email address]
• Subject: "SLA Breach Notification: [ticket number]"
• Body: "The SLA for [SLA name] has been breached by [breach percentage]%. Please take action to resolve this issue."

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Thank you!

Ratnakar

[Su522]

@Ratnakar7 How do you get the 'Get SLA Breach Percentage' Action in Flow Designer? We dont seem to have it... 

Thank you,

Susan