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 

[Prathmeshda]

Hii @SunilkumarP1632 

We discussed the requirement, and I believe the solution I outlined should meet your needs. To summarize the working approach for sending an auto-triggered email when a Service Request SLA reaches 90%:

1. Look up the SLA task associated with the RITM to establish the SLA context.

2. Wait for condition: Business elapsed percentage = 90.

3. Send the notification email.

This ensures the flow accurately tracks the SLA and triggers the email at the correct point.

If this response proves useful, please mark it as Accept as Solution and Helpful. Doing so benefits both the community and me. 👍🙂

Regards,
Prathamesh

[SunilkumarP1632]

@yashkamde  

could you please expand your flow - 

SLA was configured on ritm table and email should send to assigned to persion 

[Dr Atul G- LNG]

Hi @SunilkumarP1632 

No need to create a new flow—use OTB only. SN already provides two SLA flows; you just need to add a 90% condition and your work is done.

[SunilkumarP1632]

@Ankur Bawiskar  The link which you have is not clear 

could you please provide the configuration steps here please . 

we have already configured a SLA for service request .

our cilent requirment is 

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

@Ankur Bawiskar  could you please provide the sloutuon for this - 

please configuration steps 

email should to tigger to assigned to person .