weekly email remainder for SLA breaches to assignment group managers

[PRAVALIKAREDDYL]

Hi,

we need to send a weekly email remainder to each assignment group manager. The email should include of all past SLA incidents that are currently in breach for their respective team.

what is the best ServiceNow approach (e.g., scheduled reports, flow designer, script include) to implement this weekly SLA breach notification. Are there any OOTB features for this, and what's the most effective way to aggregate and present breached incidents per manager for the email content, while considering performance?
Any guidance, examples, or links to relevant documentation would be greatly appreciated!

Thanks in advance for your help!

[Hemanth M1]

Hi @PRAVALIKAREDDYL ,

We can do it using Scheduled flow (without any code)

1)Create a Scheduled flow "Runs weekly"

2)Look up "Task_SLA" table where Has breached true, created this week, task type is incident

3)Send email to the Assignment group manager (This would send multiple emails to the manager if the SLA breached happened multiple times for an Assignment group)

Flow :

Look up record logic :

Email logic:

Hope it helps, if so

[PRAVALIKAREDDYL]

Thanks for the reply.

Actually, my requirement is - A weekly email notification is sent to each assignment group manager of any queue with an incident in the breach of SLA and all the breached incidents for the managers team are included in the notification

[kaushal_snow · Accepted solution]

Hi @PRAVALIKAREDDYL ,

To manage SLA breaches, try creating a weekly email digest using ServiceNow Flow Designer. This logic allows you to group breached incidents by assignment group and send summaries to each manager. By Flow Designer, you can automate the process, ensuring that managers receive timely updates without manual intervention. Add condition as “has_breached = true” records from the task_sla table, groups them by “assignment_group.manager”...

[PRAVALIKAREDDYL]

Thanks for the reply,
Actually, my requirement is - A weekly email notification is sent to each assignment group manager of any queue with an incident in the breach of SLA and all the breached incidents for the managers team are included in the notification