How to send SLA breached notification to user until its cleared?

[SoniaShridhar13]

Hi @Roshin Chandra  Create a new Scheduled Job, set Run - Daily and set time In Script field write below code : var gr = new GlideRecord('task_sla'); gr.addEncodedQuery("original_breach_timeRELATIVELT@hour@ago@24^active=true"); gr.query(); while (gr.next()){ gs.eventQueue('your_event_name',gr); }

Events and Email Notification - ServiceNow Wiki

Creating a Scheduled Job - ServiceNow Wiki

Please mark it helpful if it helps...

Thanks,

Sonia

[Community Alums]

Hi @Roshin Chandra ,

SLAs are defined such that, it shouldn't breach the SLA. So don't wait for SLA to be breached as the first thing.

By default, SLA notifications are sent on three occasions:

1. SLA is at 50% of the duration specified in the SLA Definition
2. SLA is at 75% of the duration specified in the SLA Definition
3. SLA is breached.

However, using SLA workflow we can add SLA Percentage Timer to send Notification more than 100%. In the following example, SLA Percentage Timer is added for SLA at 125%, 150%, 175%, and 200%

Step 1: Adding SLA Percentage Timer

Navigate to Workflow Editor > Open Default SLA workflow or custom SLA attached to the Incident table.

1. Checkout Workflow
2. Navigate to Core Tab >Timers> Select SLA Percentage Timer
3. Under Activity Properties: SLA Percentage Timer, provide name and percentage.

             Ex: Name: "Wait for 25 percent of SLA duration, Percentage: 25

             Click on Update

Note: This will add 25% to the existing 50%, 25%, 25% making a total of 125%

Repeat above steps from 1 through 3 until the total SLA is 200%

Step 2: Adding Notification

1. Navigate to Core Tab > Notifications > Select Notification
2. Under Activity Properties: Notification, provide name and Addressee(s) details.
3. This Notification activity sends an email to specified users or groups.
4. Click on Update

Repeat the above steps from 1 through 4 in the workflow.

Step 3: Join activities

Join all activities and publish workflow.

Result: A notification mail gets triggered once SLA breach at 125%, 150%, 175%, and 200%