SLA NOTIFICATIONS ARE NOT TRIGGERING AFTER BREACH i.e. 125%, 150%, 175%

[Ankit Jaiswal]

Hi All, 

We have a requirement to trigger custom notification on SLA. We have to trigger notification at 50%, 75%, 100%, 125%, 150% & 175%.

So we have used Actual Elapsed Percentage for triggering these notification. And it is working as expected for 50%, 75% And 100%. Whereas notifications are not triggering for 125%, 150% & 175% i.e. after breach.

We have used business rules, events for triggering custom notification.

We have checked the 'SLA Update (After Breach)' scheduler, refresh rate seems to be slower and is not triggering any notification after breach.

Can anybody please suggest or assist with this issue.

[Robbie · Accepted solution]

Hi @Ankit Jaiswal,

Out of interest, however are you triggering the 50%, 75% And 100% notifications? Workflow / flow or Business Rules?

Check this SN Knowledge Article on how to trigger above 125% when using Workflow:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0689050

o help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[Ankit Jaiswal]

Hi Robbie,

We are triggering notification via business rule.

We tried the above implementation but it's not working. Can you please help here.

We have cloned the work flow and implemented as shown in below snapshot.

Thanks,

Ankit

[Robbie]

Hi @Ankit Jaiswal,

Whilst you can trigger the notification via a Business Rule, I need to make sure it's clear, you can't trigger the event of the Elapsed Percentage (regardless of whether it's actual or business) via a Business Rule.

A business rule is looking for a trigger itself in order to be called such as an update or insert etc.

This is why you need and it's best practice to leverage a Workflow / flow activity. 

With you screen shot, when it passes 125%, do you see the event in the Registry? Does it the the path of SLA percentage timer and show it's entered the breach of 125%?

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[Ankit Jaiswal]

Hi Robbie,

Sorry for the delay response.

Thanks for your suggestion on this.

We were able to trigger the notification now but at random the notifications for 50%, 75% and 100% are triggering twice.

Can you please throw some light on this.