Trigger sla breach for 50 and 75%

[NunnaB]

 

[Abinaya Sekar]

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

[Tanushree Maiti]

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:
1. Open your custom or default SLA Workflow and check it out.
2. Under the Core tab, drag and drop the SLA Percentage Timer activity for your thresholds (e.g., 50%, 75%, 90%).
3. Drag the Create Event activity after each timer.
4. 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)

Flows for SLA 

https://www.youtube.com/watch?v=dt5wHtnhMVI

KB0689050 How to send notifications for incident SLAs which has breached 125%, 150%, 175% and 200% 

[yashkamde]

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.

[Ankur Bawiskar]

@NunnaB 

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! 🙏