Using Workflow Timer Activity & SLA Percentage Timer

[suzanne_smith]

ServiceNow workflows automate multi-step processes consisting of multiple activities linked with transitions. For example, you can create workflows for emergency change requests, service catalog requests, and knowledge base article approvals. Depending on your instance configuration, there are more than 23 activities to choose from when designing a workflow. In an earlier blog post, I discussed Workflow Condition Activities. In this blog post, we'll focus on timer activities.

Some of the most popular and widely used activities are the two timer activities:

• SLA Percentage Timer
• Timer

Here is a description and tips for each of the timer activities.

"SLA Percentage Timer" Activity

For workflows running on the Task SLA table, this activity pauses the workflow for an amount of time equal to a percentage of an SLA. For example, in the Default SLA workflow below, an SLA Percentage Timer activity at the beginning waits for 50 percent of SLA duration. Between events, two more SLA Percentage Timer activities wait for 25 percent each of SLA duration. A Join waits for all activities to complete and then the workflow ends.

"Timer" Activity

Add the Timer activity to pause the workflow for a specific amount of time.   For example, in the Notify Assessment User workflow, a user is notified that they must take an assessment. A first timer activity waits for 50 percent of the assessment duration. If the assessment has not been taken,   the user is notified again. If the user still has not taken the assessment, a second timer activity that waits for the assessment due date send a notification that the assessment is overdue.

You have several options for setting the timer duration:

• A user specified duration is based on Duration (for example, 2 Days and 4 Hours)
• A relative duration is based on Relative duration (for example, 3 business days before 4pm) and Wait time (for example, Some time before)
• A date/time duration field is based on a Field (such as Actual start) and Wait time (for example, Some time before)
• Script sets the duration based on a script that sets the exact amount of seconds the timer should wait:

There is an important difference between the Timer activity and the Wait for condition activity. If you need the workflow to pause for a specific, timed duration, use the Timer activity instead of the Wait for condition activity. The Timer activity gives you greater control over how long the workflow pauses and what causes it to start again after pausing.The Wait for condition activity can be handy if you have multiple tasks that you want completed before the workflow ends. You can configure the Wait for condition so the workflow pauses until ALL tasks are complete.

Additional information on Workflow Timer Activity:

• georgechen had an interesting situation with a timer activity in a workflow based on the Problem Task table. Several kind community members, including vtran and jeevankj   pitched in with ideas. mayank.agarwal came up with two nifty solutions.
• There was a lively discussion kicked off by tadz about the Timer activity compared to the Wait for condition activity. ayyappaswamy, wwar1ace, and zica   all joined the conversation with tips and tricks.
• scwillson asked for advice about a workflow running on the Incident table that stops the SLA clock from running until the due date is met. scwillson hunted down some answers himself, community favorite manikorada offered helpful info, and mallen_nspi   gave excellent business rule assistance.
  
• For general information, see Workflow Activities in the product documentation.
• For how to use multiple timer activities in a workflow see Use multiple timer activities in one workflow.
• For an example use case where you can download the ZIP file to test Timers in your workflow, see Workflows: Not an issue due to data or setup? You need a Timer