Imhow to send notification ehen sla is about breach in 48 hours

[srikanthgun]

Hi

Can any one please guide me on logic to trigger condition 

In Request item any sla is attached - when sla  is about to breach with in 48 hours I want to notify assigned to 

I wrote flow but no luck

I can't add trigger condition task.table is Ritm 

Thanks in advance

 

[Tanushree Maiti · Accepted solution]

Hi @srikanthgun 

You can do it by either using Flow Or Scheduled Job.

Option1: Using Flow

• Trigger: Record Updated on task_sla.
• Conditions: Stage changes to in progress AND Has Breached is false.
• Action: Use Wait For Duration to wait until 48 hours before Planned End Time.
• Action: Send Email to Task.Assigned to

Option2 : Using scheduled Job

• Navigate to: System Scheduler > Scheduled Jobs > Scheduled Jobs.
• Create New: "AutomaticallyTickle_SLAs_48hr".
• Run: Daily (Frequency set as per your requirement).

Sample code/Not tested:

var grSla = new GlideRecord('task_sla');

grSla.addQuery('has_breached', false);

grSla.addQuery('stage', 'IN_PROGRESS'); // Set query as per your requirement

grSla.addQuery('task.sys_class_name', 'sc_req_item');

// validate if planned end time is within 48 hours from now

grSla.addQuery('planned_end_time', '>=', gs.daysAgo(0));

grSla.addQuery('planned_end_time', '<=', gs.daysAgo(-2));

grSla.query();

while (grSla.next()) {

    gs.eventQueue('sla.48hr.warning', grSla.task, grSla.task.assigned_to, gs.getUserID());

}

Associated Notification: 

 Register sla.48hr.warning in the sysevent_register table.

• Table: Request Item
• When to send: Event is sla.48hr.warning.
• Who to send to: Event parm 1 contains recipient (assigned_to).
• Content: Customize your email subject/body

[Tanushree Maiti · Accepted solution]

Hi @srikanthgun 

You can do it by either using Flow Or Scheduled Job.

Option1: Using Flow

• Trigger: Record Updated on task_sla.
• Conditions: Stage changes to in progress AND Has Breached is false.
• Action: Use Wait For Duration to wait until 48 hours before Planned End Time.
• Action: Send Email to Task.Assigned to

Option2 : Using scheduled Job

• Navigate to: System Scheduler > Scheduled Jobs > Scheduled Jobs.
• Create New: "AutomaticallyTickle_SLAs_48hr".
• Run: Daily (Frequency set as per your requirement).

Sample code/Not tested:

var grSla = new GlideRecord('task_sla');

grSla.addQuery('has_breached', false);

grSla.addQuery('stage', 'IN_PROGRESS'); // Set query as per your requirement

grSla.addQuery('task.sys_class_name', 'sc_req_item');

// validate if planned end time is within 48 hours from now

grSla.addQuery('planned_end_time', '>=', gs.daysAgo(0));

grSla.addQuery('planned_end_time', '<=', gs.daysAgo(-2));

grSla.query();

while (grSla.next()) {

    gs.eventQueue('sla.48hr.warning', grSla.task, grSla.task.assigned_to, gs.getUserID());

}

Associated Notification: 

 Register sla.48hr.warning in the sysevent_register table.

• Table: Request Item
• When to send: Event is sla.48hr.warning.
• Who to send to: Event parm 1 contains recipient (assigned_to).
• Content: Customize your email subject/body

[srikanthgun]

Hi @Tanushree Maiti  
Thanks for the approach - the flow will trigger for all Tasks exp: Problem, Inc, RITM etc.
I want to trigger for only Request Item - Request type is XYZ.

any logic can you guide me to add condition 

Thanks

[Nishant8 · Accepted solution]

Hello @srikanthgun, If you want to be specific to Requested Item then you can select as Task.Task Type (as below) in addition to your existing filter conditions:

Regards,

Nishant

[Tanushree Maiti]

Hi @srikanthgun 

Refer: Create a flow with an SLA Task trigger 

• Add an If flow logic block.
• Use the data pill picker to select Trigger -> Task SLA -> Task and dot-walk to find Catalog Item.
• Set the condition: [Task SLA -> Task -> Catalog Item] is [XYZ]