SLA warning notification

[Khanna Ji]

New to SLA. How can I configure SLA warning notifications for a certain percentage 60, 80 etc?

Please help, new to this module.

[danielbilling]

Open your Default SLA workflow and set the escalation levels.

attach your WF to the SLA definitions 

https://docs.servicenow.com/bundle/kingston-it-service-management/page/product/service-level-managem...

[Ashutosh Munot1]

HI,

If you want this to affect whole instance then you can edit Default workflow and simply change the Percentage field in workflow.

If you want it for specific case such as only for Incident, problem or change then you have to create new workflow same as default workflow.

Thanks,

Ashutosh Munot

[Khanna Ji]

It is for custom application. I have created a workflow and added an SLA percentage timer at 50% and an event without any parameters. In that event I have selected event name as sla.warning.breach (already existing in the system - OOTB ).

Now what to do? Do I have to create notification record also?

SLA records are stored in task_sla which is global scope and my application scope is not global.

[arnabwa]

Hi Swathi,

Yes you are going good. Create a notification and add the event you trigger from the workflow. If you are working in a scoped application, I would recommend you not to use the OOTB event. Make a new event in your application scope and add it to a notification that is in your scoped app too.

You will achieve what you want.

Alternatively you can also trigger the notification directly from the workflow without using the event. But triggering a notification via event is the best practice.

Thanks,

Arnab