Trigger notifications for 75% SLA.

[Community Alums]

How to trigger notifications in service now when SLA has reached for 75%. Notifications should trigger from 8am to 6 pm EST but it is triggering, outside of working hours. How to fix this. I think workflow is checking Percentage of SLA instead of business elapsed percentage.

[georgimavrodiev · Accepted solution]

Hello Sindhu,



To achieve your goal, you may create a new custom WF and also a custom event of yours.

You will use the event and will set it in the Email Notification which you want to be sent (in its 'Send when' field in 'When to send' section. Here, you will put the value of 'Event is fired').

I suppose you already have a custom SLA Definition created. So, you should configure it to use the custom WF of yours.
The WF should be similar to the OOB 'Default SLA workflow'. Under 'similar' I mean it should be against Task SLA (task_sla) table. This will give you the ability to use 'SLA Percentage Timer' workflow Activity.

In short, you can configure your custom WF to contain the following elements (workflow Activities):
- Begin -> SLA Percentage Timer -> Create Event -> End;
Once the SLA Definition of yours gets associated to a record and start counting -> the WF SLA Percentage Timer will wait for the counting to reach 75%. Once this happens - then, the custom event of yours will be created and this will automatically trigger the Email Notification.


I believe the above information will be enough for you to fully cover your requirements.


Best Regards,
Georgi Mavrodiev

IT Consultant
Do IT Wise Bulgaria

You may visit us in our Web Site: www.doitwise.com