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An IT Manager asked me how to receive Critical Incident SLA Warning Alerts before the SLA breaches. If you're also wondering how to set it up using a no-code workflow solution in ServiceNow's Kingston, see my video below. Enjoy!
ServiceNow - How to Create a Critical Priority SLA Workflow in Kingston - YouTube
Topics illustrated in this video:
* The Default SLA Workflow.
* How to copy the Default SLA Workflow and leverage it to create a Critical Priority SLA Workflow.
* SLA Notifications.
* How to add the Manager field to the User Form.
* How to add the User's Manager in the user's profile.
* Why Elapsed Percentage will be displayed as a higher amount than what is listed in the SLA Workflow.
* How to view the Outbound and Sent Notifications.
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