Flows for SLA

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Use the flow actions to send SLA notifications when the duration specified in the SLA definition is crossed.

    You can create and edit flows using the Flow Designer. The default flow that is available with the Service level management plugin is Default SLA flow.

    The Default SLA flow creates the events that send out notifications. For example, it creates an event to send a notification to the user assigned to a task, such as an incident, when the task SLA reaches 50% of its allotted time.

    The SLA Notification and Escalation flow creates the events that send out notifications. When a task reaches 50% of its allotted SLA duration, a notification is sent to the assignee and the user listed in the Supported by field on the configuration item. At 75% and 100%, a notification is sent to the assignee and the assignee's manager.
    Note:
    This feature is available only in new instances starting with Orlando or a later release.

    For more information on SLA notifications, refer SLA notifications.