SLA notifications

[samadam]

I want to set up notifications when the SLA is created and then when its 50% and 75%. Can I do this in a single flow using flow designer? I have the notifications created already I am looking at how to trigger them once they reach the breach %.

[Tanushree Maiti]

Hi @samadam 

Refer this 2 video and create the flow as per your requirement:

https://www.youtube.com/watch?v=ImIopHuKZXk

How to Trigger SLA Breach Notifications in ServiceNow (and Show SLAs on the Ticket)

1. Open Flow Designer and create a new Flow.
2. Set the Trigger to Application -> SLA Task.
3. Set the condition: [Task SLA] [Stage] [is] [In Progress] and [Task SLA] [Has breached] [is] [false]

SLA 50% Warning

• Add an action: SLA -> SLA Percentage Timer.
• Set the Percentage to 50.
• Add actions to take at 50%, such as ServiceNow Core -> Update Record (to add a work note) or Notification -> Send Email to warn the assignee

 Configure 75% Warning 

• Add another action: SLA -> SLA Percentage Timer.
• Set the Percentage to 75.
• Add actions to take at 75%, such as sending an email to the assignee's manager