flow designer used for SLA Breach Notifications

[Sharon Williams]

I used flow designer to send notifications when the SLA for an incident reaches 200%.  The trigger is the SLA Task.  Do I need to create a SLA definition in order for this flow to be executed?  See attachment of flow design.

[John Zhang1]

You can use flow to create SLA definition and trigger a notification through SLA execution.  Please see some OOB samples blow

If my reply is Helpful/Correct, please mark the answer as Helpful/Correct.

[shloke04]

Hi @Sharon Williams 

Nope you do not need to create a new SLA definition here. What you can do is just update your existing SLA definition record with the new Flow.

Only update those SLA definition for which you want this flow to work. If there is a requirement for new SLA then only you need to create a new SLA definition and then related this flow.

Just open any of your SLA Definition for which you want this change and update as shown below in Red :

 

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke