To create the alert notifications pertaining to the Incidents SLA based on 25,50,75 %

[VIKASM535239375]

To create the requisite alert notifications / triggers pertaining to the Incidents - ( P1, P2, P3, P4 ) reaching the Resolution SLA breach - ( Breach Intervals - 25%. 50%, 75 % ) accordingly and these to be delivered to our Group.

How to achieve the same.

[Matthew_13]

Hi Buddy,

You want ServiceNow to notify a group when an Incident is getting close to breaching its Resolution SLA at 25%, 50%, and 75% for priorities P1 through P4. The correct way to do this is by using SLA milestones on the Resolution SLA. The SLA already knows how much time each priority has, so milestones simply tell ServiceNow to react when a percentage of that time has been used.

Open the Resolution SLA definition and add three milestones at 25 percent, 50 percent, and 75 percent. You do not need to calculate times or worry about schedules because ServiceNow handles that automatically based on priority and business hours.

Milestones do not send messages on their own, so you attach a simple SLA workflow to the Resolution SLA. That workflow listens for each milestone being reached and sends a notification when it happens. You create one notification for each milestone and point it at the group you want to receive the alert. The message can include the incident number, priority, and how much SLA time is left so the team understands the urgency.

To avoid noise, you limit the notifications so they only apply to Incidents and only when the priority is P1, P2, P3, or P4. As the incident progresses, the group will get a light warning at 25 percent, a stronger warning at 50 percent, and a critical alert at 75 percent.

This approach is built into the SLA engine, respects paused states, and continues to work through upgrades. It is far more reliable than trying to calculate SLA percentages with flows or scheduled jobs.

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