Hi @nameisnani ,
Instead of relying only on record conditions, the best practice is:
SLA → Flow → Event → Notification
This makes the solution reliable and easy to debug.
Step 1: Configure SLA Percentage Trigger
On your Task SLA Definition (for RITM):
Go to:
Service Level Management → SLA Definitions
Open your SLA and configure:
Percentage = 9
Add condition / action to trigger Flow (if using Flow Designer)
Make sure the SLA is applied to sc_req_item.
Step 2: Flow Trigger (Correct Way)
Your Flow should be triggered on:
Table: task_sla
When: Updated
Condition:
Percentage >= 90
AND
Has changed
(or stage = in_progress and percentage changed to 90+)
This ensures the Flow runs exactly at 90%.
🔹 Step 3: Get Related RITM in Flow
In the Flow:
From task_sla record, get:
Task → sys_id
This is your RITM.
Use Look Up Record (or dot-walk) to fetch:
sc_req_item
Step 4: Fire Event from Flow (Best Practice)
Add Action in Flow:
Create Event
Event Name:
ritm.sla.90.percent
Parameter 1:
RITM Number
Parameter 2:
Assigned To
Step 5: Configure Email Notification
Go to:
System Notification → Email → Notifications
Create Notification:
Basic Setup:
Table: sc_req_item
When: Event is fired
Event name: ritm.sla.90.percent
Email Body Example:
Hello ${assigned_to},
The SLA for Request Item ${number} has reached 90%.
Short Description: ${short_description}
Requested For: ${requested_for}
Please take necessary action.
<a href="${URI_REF}">View Request</a>
If this helps you then mark it as helpful and accept as solution.
