--- sourceDocument: Brazil Build workflows sourceDocumentLink: https://www.servicenow.com/docs/r/build-workflows Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Build workflows ft:clusterId : - crworkflow bundleId : - crworkflow workflow : - Creator --- # SLA Percentage Timer action # SLA Percentage Timer action {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of SLA Percentage Timer action The SLA Percentage Timer action enables ServiceNow users to track when a task's SLA reaches a specified percentage of its total duration and trigger related flow logic or actions, such as sending notifications. This action is available in Workflow Studio and can be added to flows by users with theflowdesigneroradminroles. Show full answer Show less ## Key Features * **Percentage Field:** Defines the percentage of the total SLA duration to calculate a scheduled end date/time. For example, 50% of a 24-hour SLA equals 12 hours. * **Scheduled End Date/Time:** The system computes the expected completion time based on the percentage and SLA record. If the date/time is in the future, the flow pauses and resumes at that time; if in the past, the action's status updates immediately. * **Status:** Indicates the current state of the timer action, with values such as Completed, Paused, Repair, Skipped, or Waiting. Each status allows flow designers to create specific logic paths. * **Total Duration:** Shows the total seconds the timer ran, calculated only if the status is Completed; other statuses result in a null value. ## Practical Usage and Flow Behavior * The action reacts to SLA state changes: attaching, canceling, pausing, resuming, reaching the scheduled end, or stopping, setting the appropriate action status and influencing flow progression. * Flows wait during the timer running states and proceed or stop based on SLA events and timer status. ## Best Practices for ServiceNow Customers * **Use Only with SLA Task Triggers:** SLA Percentage Timer actions function exclusively within flows triggered by SLA tasks and cannot be used in subflows. * **Design Conditional Logic Based on Status:** Implement flow conditions that respond to expected statuses like Completed, Repair, and Skipped to handle SLA timer outcomes effectively. * **Assign Unique Percentage Values:** When using multiple SLA Percentage Timer actions within a single flow, assign distinct cumulative percentage values to avoid simultaneous timer completions. * **Leverage Existing Flows:** Accelerate development by copying and customizing default SLA flows, then selecting the customized flow in the SLA definition configuration. Identify when a task SLA record reaches a specific percentage value and perform other actions or flow logic that is based on the SLA percentage. For example, send a notification when an SLA percentage timer completes. ## Roles and availability {#sla-percentage-timer-action__section_pwq_rb5_kcb} Available as a Workflow Studio ServiceNow core action. Users with the flow_designer or admin role can add an action to a flow and define configuration details. ## Fields {#sla-percentage-timer-action__section_q2j_mbw_53b} {#sla-percentage-timer-action__table_kgt_qzv_53b__entry__2} | Field | Description | |-|-| | Percentage | The positive integer percentage of the total SLA duration used to compute an end time. For example, a 50% percentage results in the system computing an end date-time value that is 50% of the total SLA duration. If an SLA requires tasks to be completed within 24-hours, then 50% of that SLA would be 12 hours. | [ ] {#sla-percentage-timer-action__table_kgt_qzv_53b} ## Scheduled End Date/Time {#sla-percentage-timer-action__section_tcb_gkt_1jb} The Scheduled End Date/Time output data pill lists the computed time that the SLA percentage timer action is expected to end. The computed end date is determined by the input Task SLA record and the input Percentage. This date/time value is independent of any elapsed time field values in the Task SLA record. * If the end date is in the future, the system creates a system event to continue running the action at that future date. While the system waits for the scheduled end date, it pauses the flow and action. * If the end date is in the past, the system immediately sets the Status of the SLA Percentage Timer action. {#sla-percentage-timer-action__ul_j3h_srz_tjb} ## Status {#sla-percentage-timer-action__section_lgf_kkt_1jb} The Status data pill contains the result of the SLA percentage timer. {#sla-percentage-timer-action__table_g1t_jnt_1jb__entry__2} | Status | Description | |-|-| | Completed | The timer action reached its scheduled end date/time. Flow designers can build specific flow logic for this action status. | | Paused | The timer was paused before its scheduled end date/time. If the timer resumes running, Workflow Studio generates a new scheduled end date/time value. Flow designers can build specific flow logic for this action status. | | Repair | The flow is running in repair mode, and the scheduled end date/time is in the past. Flow designers can build specific flow logic for this action status. | | Skipped | The timer did not run because the scheduled end date/time is in the past. Flow designers can build specific flow logic for this action status. | | Waiting | The timer is running and has yet to reach the scheduled end date/time. | [Table 1. SLA Percentage Timer status descriptions] {#sla-percentage-timer-action__table_g1t_jnt_1jb} Workflow Studio sets the action status when the SLA state matches an [SLA condition](https://www.servicenow.com/docs/access?context=c_SLAConditions&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) or when certain UI actions are selected. {#sla-percentage-timer-action__table_gqk_nvt_1jb__entry__3} | SLA state | Action status set | Flow run state | |-|-|-| | SLA attaches and the scheduled end date/time is in the future. | Set action status to Waiting. | The flow waits until the SLA timer completes, is cancelled, or is paused. | | SLA attaches and the scheduled end date/time is in the past. | * If the flow was started in Repair mode, set action status to Repair. * Otherwise, set action status to Skipped. {#sla-percentage-timer-action__ul_wdb_shg_bjb} | The flow runs the next action or flow logic in the flow sequence. | | SLA Cancels. | Set action status to a null value. | The flow stops with a state of Cancelled. | | SLA Pauses. | Set action status to Paused. | The flow waits until the SLA Task flow is cancelled or is resumed. | | SLA reaches Scheduled End Date/Time. | Set action status to Completed. | The flow runs the next action or flow logic in the flow sequence. | | SLA Resumes. | Set action status to Waiting. | The flow waits until the SLA timer completes, is cancelled, or is paused. | | SLA Stops. | Set action status to a null value. | The flow stops with a state of Cancelled. | [Table 2. Action status set for SLA state] {#sla-percentage-timer-action__table_gqk_nvt_1jb} ## Total Duration {#sla-percentage-timer-action__section_jcr_kkt_1jb} The Total Duration data pill lists the total number of seconds that the action ran. The total duration is computed from the action start time and the time when the action reached the Completed status. Status values other than Completed produce a null value Total Duration. ## General guidelines {#sla-percentage-timer-action__id_plw_xrb_ptb} Follow these general guidelines when creating flows that contain Service Level Agreement (SLA) Percentage Timer actions. Add SLA Percentage Timer actions only to flows with an SLA Task trigger : An SLA Percentage Timer action can only run when the flow starts from an SLA Task trigger. You cannot activate a subflow containing an SLA Percentage Timer action. Create conditional flow logic for expected Status values : Use the value of the Status field as a condition for flow logic. Build flow logic for expected Status values such as Completed, Repair, and Skipped. For example, add an If flow logic block to send a notification when the SLA Percentage Timer has a status of Completed. Assign each SLA Percentage Timer action a unique cumulative Wait for percentage value : Each SLA Percentage Timer action computes its own Scheduled End Date/Time using its Wait for percentage value. If you create multiple SLA Percentage Timer actions, give each action its own unique cumulative Wait for percentage value. For example, create three separate actions with different percentage complete values such as 25%, 50%, and 75% complete. Setting all three actions to the same percentage complete value such as 25% causes the timers to complete at the same time. Copy existing flows to make customizations : Reduce development time by copying the default SLA flows and customizing the copies with your own logic. Select a customized flow to run from the SLA definition. See [Create an SLA definition](https://www.servicenow.com/docs/access?context=t_CreateAnSLADefinition&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) .