weekly email remainder for SLA breaches to assignment group managers

PRAVALIKAREDDYL · ‎08-04-2025

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!

kaushal_snow · ‎08-04-2025

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”...

Thanks and Regards,
Kaushal Kumar Jha - ServiceNow Consultant - Lets connect on Linkedin: https://www.linkedin.com/in/kaushalkrjha/

View solution in original post

PRAVALIKAREDDYL · a week ago

Hi @kaushal_snow ,
Actually, i am new to flow designer, if you don't mind can you please elaborate the steps in the flow designer.

Thank you!