Skip to page contentSkip to chat
ServiceNow support
    • Community
      Ask questions, give advice, and connect with fellow ServiceNow professionals.
      Developer
      Build, test, and deploy applications
      Documentation
      Find detailed information about ServiceNow products, apps, features, and releases.
      Impact
      Accelerate ROI and amplify your expertise.
      Learning
      Build skills with instructor-led and online training.
      Partner
      Grow your business with promotions, news, and marketing tools
      ServiceNow
      Learn about ServiceNow products & solutions.
      Store
      Download certified apps and integrations that complement ServiceNow.
      Support
      Manage your instances, access self-help, and get technical support.
SLA warnings being sent out at the wrong duration percentages - Support and Troubleshooting
  • >
  • Knowledge Base
  • >
  • Support and Troubleshooting (Knowledge Base)
  • >
  • SLA warnings being sent out at the wrong duration percentages
KB0694009

SLA warnings being sent out at the wrong duration percentages


728 Views Last updated : Apr 7, 2024 public Copy Permalink
KB Summary by Now Assist

Issue

Symptoms


SLA Notifications / e-mails are being sent at incorrect percentages (e.g. "INC0100000 has reached 77.19% of its SLA" instead of the expected "INC0100000 has reached 75% of its SLA")

Release


Istanbul Patch 11a

Cause


This is working as expected (see further explanation below...)

Resolution


The user's custom "Notification - SLA warning" was imported into an Out of Box (OOB) instance and the behavior mentioned in the above "Symptoms" field was reproduced there.

It is worth noting that the user's configuration is not the same as the OOB "Notification - SLA warning". OOB we do not use "$(percentage)" - presumably to avoid this undesirable/unexpected behavior.

After importing the user's custom notification, if an incident with some task_sla attached to it is created, e-mails are being generated showing various percentages other than 50, 75, and 100%. 

Here are the e-mail percentages received from the example incident test:
50% notification: 54.44% 
75% notification: 75.56%
100% notification: 102.78%

Rather than using $(percentage) and receiving uneven percentages (which is expected behavior OOB), suggest that the user implement a general warning as seen in the OOB "Notification - SLA warning", such as: 

Subject: SLA warning for ${task.number}

Message/body: 

SLA warning for ${task.number}:

SLA definition Name: ${sla.name}
Task State: ${task.state}
Task Opened: ${task.opened_at}
Task Priority: ${task.priority}
Task Assignment Group: ${task.assignment_group}
Task Assigned To: ${task.assigned_to}
Task Short Description: ${task.short_description}

The world works with ServiceNow.

Sign in for more! There's more content available only to authenticated users Sign in for more!
Did this KB article help you?
Did this KB article help you?

How would you rate your Now Support digital experience?

*

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

What can we improve? Please select all that apply.

What are we doing well? Please select all that apply.

Tell us more

*

Do you expect a response from this feedback?

  • Terms and conditions
  • Privacy statement
  • GDPR
  • Cookie policy
  • © 2025 ServiceNow. All rights reserved.