Is it possible to configure Flow Wait for SLA Timer using date time (days, hours, minutes, seconds)?
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03-21-2023 08:42 PM
Good day to all.
In ServiceNow Flows, the only SLA Timer I see available is the SLA Percentage Timer. I tried entering a decimal or float in the Percentage field. The field takes the value but it will only save with a whole number, as it's of Integer type. I don't see any way to convert it to decimal or float. I want the timer to be exact, not approximate. So, for example, I'd like to set it to 33 1/3%, but the only options are 33% or 34%. Is there another SLA Timer available where I can specify the input as date time (days, hours, minutes, seconds)? Ergo, if I wanted the SLA Timer to wait until 10 business days has passed, I'd simply enter 10 days.
The only article I found, thus far, on this topic is a ServiceNow article:
Use exact times in SLA calculations
When business percentages are used for SLA calculations, they are rounded up to two decimal places.
About this task
As a result, breaches can occur when SLA calculations are rounded up to 100%. You can enable SLA calculations to instead use the business time or actual time left.
For example, a business percentage of 99.951% is rounded up to 100%, which causes a breach.
For more accurate SLA calculations, enable the SLA engine property for using the exact value of the business time left if a schedule is specified or the actual time left if the SLA has no schedule specified.
Procedure
- Go to Service Level Management > Properties > SLA Engine.
- For the Use field "business_time_left" to calculate breach time instead of "business_percentage" field property, select the Yes check box.
- Click Save.
The article discusses mitigating false positive breaches when calculating percentages of 3 decimal places or more. I don't think that this article applies to my question and may not even be applicable for Flows.
If there isn't a core Flow feature that can calculate Wait For SLA Timer on date time or as a percentage of type decimal or float, are there ServiceNow-approved or even third party plugins or spokes which can rise to the occasion?
Thank you for your insights!
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02-26-2024 07:25 PM
I am actually working on this and you may have already figured it out, but this is what i used. since i cannot change ours from percentage to time due to how many SLAs would be affected, you can use "wait for condition" and choose 'actual time left' and then choose 30 days out, 4 hours out etc. I hope it helps!
