Trigger sla breach for 50 and 75%
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3 weeks ago
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3 weeks ago
You’re basically building a multi-stage SLA notification framework in ServiceNow. Here’s how you can implement it cleanly in a PDI using standard platform features.
Best Practice in ServiceNow
Use SLA Definition + SLA Stages + Event-Based Notifications
You will combine:
Task SLA (task_sla)
SLA Percentage tracking
Event Registry
Notifications
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3 weeks ago
Hi @NunnaB
Post creating your custom notification,
You can use either the Workflow Editor or Flow Designer to track the elapsed percentage:
- If using Workflow Editor:
- Open your custom or default SLA Workflow and check it out.
- Under the Core tab, drag and drop the SLA Percentage Timer activity for your thresholds (e.g., 50%, 75%, 90%).
- Drag the Create Event activity after each timer.
- Create a custom event (e.g., sla.warning.custom) and pass the percentage value in the Parameter 1 field (e.g., 50 or 75).
- If using Flow Designer:
Create an SLA Flow, utilize the Wait For Condition , and trigger the Send Email action to the assigned agent
Refer: How to Trigger SLA Breach Notifications in ServiceNow (and Show SLAs on the Ticket)
https://www.youtube.com/watch?v=dt5wHtnhMVI
KB0689050 How to send notifications for incident SLAs which has breached 125%, 150%, 175% and 200%
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
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3 weeks ago
Hello @NunnaB ,
We have ootb Default SLA Flow configured similar to your requirement.
Copy it and take idea and customize it according to your requirement.
If my response helped mark as helpful and accept the solution.
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3 weeks ago
Out of the box instance already notifies on 50%, 75% and 100% etc using OOTB Flow
what extra you want?
💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader