Sending Notifications when Service Catalog asks have breached their SLA

[Sean Hamilton1]

I have an RITM with 3 Parallel Service Catalog Tasks. These tasks need to be completed before the last catalog task is kicked off. How do I send a notification to each of the assignment groups of the first 3 catalog tasks when they have breached their SLA? I would like to do this within Flow Designer.  Thanks for any help.

[yashkamde]

Hello @Sean Hamilton1 ,

Here's exactly how I'd approach this in Flow Designer.

First confirm your SLA definition is targeting sc_task table with the right conditions matching your 3 parallel tasks.

1) In flow designer add this triggering action to get the task_sla record with breached one :

2) Then add Look Up Record Action for sc_task, this gives you the full sc_task record and assignment group :

3) Below Send Notification for assignment groups and configure assignment group through notification record:

If my response helped mark as helpful and accept the solution.

[musislam]

Hi @Sean Hamilton1 ,

Built and tested this on a PDI. Three things make it work in Flow Designer:

1. Notification (sc_task)
Create a notification on Catalog Task with Send when = Triggered (this is what makes it show up in the Send Notification action). Under Who will receive, pick Users/Groups in fields → Assignment group. Subject e.g. SLA breached on Catalog Task ${number}.

2. Flow trigger
Updated on Task SLA [task_sla], condition:

• Has breached is true, and
• Task → Task type is Catalog Task

The second condition matters. Without it the flow fires for every breached incident/change SLA too. Run trigger = Once, Run as = System user.

3. Actions

• Look Up Record on sc_task where Sys ID is Trigger → Task SLA Record → Task → Sys ID
• Send Notification: Record = the Catalog Task record from the Look Up step, Notification = the one from point 1

Each of your three parallel tasks gets its own task_sla record, so the flow runs once per task and each assignment group only gets its own breach email. Tested with 3 parallel SCTASKs on one RITM across 3 groups: 3 flow executions, 3 emails.

Make sure your SLA definition is on the sc_task table (not sc_req_item), otherwise the task_sla won't reference the catalog task.

I've attached the update set XML (flow + notification + a 3-minute demo SLA definition so you can see it breach quickly – swap in your real SLA). Import via Retrieved Update Sets > Import Update Set from XML, preview and commit.

If that works for you, mind marking it as the recommended solution? Helps me support these better for the community.

Click and download the file  : Update Set link  

A small request from my end, If you like this opinion and your problem is resolved after reviewing and applying it. Please kindly mark this your best answer‌🌠‌  if you think that you get some insight from this content relevant to your problem and help me to contribute more to this community