Need help to Trigger notification when Incident SLA reaches at 80%

[prakharmahe]

Hi, 

1-> In this workflow, I didn't understand that how this is getting data of SLA from incidents, I checked for the property in sys_properties table but didn't find any property names like this.

2-> If I want to create a new workflow in which at 80% an email notification will trigger then how to create one?

[Dr Atul G- LNG · Accepted solution]

Hi  

The easiest approach would be to copy the existing flow and simply change the threshold from 50% to 80%. and use  flow instead f workflow

https://www.servicenow.com/docs/r/it-service-management/service-level-management/flows-for-sla.html

[prakharmahe]

I know flows replaced workflows, but can you help me to understand what 'run during the upgrade' property means and how this workflow is getting details of SLA.

[Dr Atul G- LNG]

Hi @prakharmahe 

I don’t have the workflow anymore, but here are a few details.

As per my understanding:

This is a way to provide the ability to flag workflow timers as upgrade safe with either:
a) the global property 'glide.workflow.timer.upgrade_safe' property, defaulted to 'false'. When set to true, all workflow timers will continue to run during the upgrade.
b) a new "Run during upgrade" activity variable on the Timer activity with three options: Always, Never, and "If global property is true (glide.workflow.timer.upgrade_safe)". 

The default is property value.  If an author has explicitly chosen either "Always" or "Never", it should be honored over the global property. if the value is property/None, the property controls the Timer's behavior

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0680592

[Tanushree Maiti]

Hi @prakharmahe 

Try this:

Step 1: Create the Event Registry

• Navigate to System Policy > Events > Registry> New.
• Fill in the following fields:
• Event Name: workflow.eighty_percent (or a similar specific name).
• Table: Select the table your workflow runs on
• Click Submit.

Step 2: Create the Email Notification

• Navigate to System Notification > Email > Notifications>Click New.
• In the When to send tab:
• Set Send when to Event is fired.
• Select the Event name you created in Step 1.
• In the Who will receive tab, select the recipients (e.g., Assigned to, Assignment group, or specific users).
• In the What it will contain tab, draft your Subject and Message content.
• Click Submit.

Step 3: Add the Event to your Workflow

• Open your Workflow in the Workflow Editor.
• Find the Create Event core activity in the right-hand palette (under the Core tab).
• Drag and drop the Create Event activity into the workflow at the point that represents the 80% completion mark.
• Configure the activity fields:
• Event name: Select the event you registered in Step 1
• Parm1: Leave as is or pass a specific target user/sys_id if necessary.