Sla Escalation

[sandeepdhungana]

I'm new to ServiceNow and currently exploring its features. I'm currently working on a scenario where I need to trigger an event when an SLA is breached. I've been successful in triggering the event using a script action, but I'm wondering how I can retrieve data such as the assignee, their manager, and ticket number to pass to the Lambda function using the API Gateway. Any help or guidance would be greatly appreciated!

[Sandeep Rajput · Accepted solution]

@sandeepdhungana you need to pass the record sys_id as a part of the param1 or param2 of the event. Inside the event action, you need to extract the sys_id of the record from the param1 or param2, and make a GlideRecord query to get the rest of the details related to that record. 

Hope this helps.

[sandeepdhungana]

@Sandeep RajputOkay, got it. While passing the sys_id of the record as param1 or param2, please tell me which record's task_sla or incident I should pass.
And also, if I use 'sla.warning.breach.ci' event to trigger, what would be the parm1 or parm2 because I was using this event? Everything goes well, but only the GlideRecord is not working. Can you please describe it in detail?

[Sandeep Rajput]

@sandeepdhungana to check details of the parameters passed inside param1 and param2 of sla.warning.breach.ci please refer to the events log table on your instance.

If this event doesn't cater to your need then you can create your own custom event and pass your parameters. You can trigger this custom event from the same source where the sla.warning.breach.ci event is triggering.