notification when Service request SLA reaches 90%

[SunilkumarP1632]

HI Team - can any one pleasse help me on this requirment 

How To start sending auto triggered mails when the Service request SLA reaches 90% SLA . 

we have already configured SLA on requested item table

please help me wth configuration steps . 

Thanks 

[Ankur Bawiskar]

@SunilkumarP1632 

this link has approach

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

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[yashkamde]

Hello @SunilkumarP1632 ,

Actually I also encountered with same use case, so I had used this approach,

1) I had created a flow in which I configured the triggering and send notification part..


2) Created a notification that works as soon as the sla reach 90%,


If my response helped mark as helpful and accept the solution....

[Prathmeshda]

Hii @yashkamde 

As explained earlier, please copy the same step flow from my earlier post.

If we start with Wait for 90 minutes, the flow will not know which SLA task it needs to track. The SLA context must be identified first, otherwise the wait step has no reference.

That’s why the correct and professional ServiceNow flow is:

1. Look up the SLA task using the RITM

2. Wait for 90 minutes

3. Send the email
   Kindly follow this exact sequence from my earlier post to avoid any functional issues.

Regards,
Prathamesh

[yashkamde]

Hello @Prathmeshda ,
Thank you for your response. I think there’s been a slight misunderstanding of the requirement. The question is specifically about triggering an email when the SLA reaches 90% of its duration, not simply waiting for 90 minutes.
As mentioned in my earlier post, the correct sequence should be:
- Identify the SLA task linked to the RITM
- Use the SLA context to track progress
- Trigger the notification once the SLA reaches 90%

[Prathmeshda]

Hello @yashkamde ,

Thanks for the clarification. You are absolutely right that the requirement is to trigger an email when the SLA reaches 90% of its duration, not a fixed 90 minutes. I acknowledge that mentioning “90 minutes” earlier was a mistake on my part.

To clarify clearly and align with best practices:

• The SLA context must be identified first by looking up the SLA task linked to the RITM.

• Once the SLA task is available, we can then wait based on a condition, not a static time.

• The correct approach is to use Wait for Condition on the SLA task, where Business elapsed percentage = 90.

• When the condition is met, trigger the email notification.

Also, just to point out for correctness: in your earlier post, the sequence showed applying the wait condition before identifying the SLA task. From a functional standpoint, the lookup must come first so the flow knows which SLA context it is tracking.

For the original requirement raised by @SunilkumarP1632 

Notification when Service Request SLA reaches 90%

The professional and correct flow design would be:

1. Look up SLA task related to the RITM

2. Wait for condition: Business elapsed percentage = 90

3. Send notification email

This approach ensures accuracy, avoids ambiguity, and works reliably with SLA tracking.

Regards,
Prathamesh