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Documentation

SLA Breach Alerting

Project-Agent-trust-merge / library/workflows/sla-breach-alerting/README.md

Project-Agent-trust-merge repo-root library/workflows/sla-breach-alerting/README.md

Monitors ServiceNow for P1 and P2 incidents approaching their SLA deadlines, creates PagerDuty escalations, and sends Slack alerts to ensure timely resolution.

Maturity: L3+ (Enforced and up)  ·  See the 5-level maturity model for where this workflow fits in your program.

Time Saved

~1 hour per week of manual SLA tracking and escalation.

Connectors

| Connector | Operations | Risk Level | |-----------|-----------|------------| | ServiceNow | incidents:read | Low — read-only | | PagerDuty | incidents:create | Low — creates alerts only | | Slack | chat:write | Low — notification only |

How It Works

  1. Query ServiceNow for open P1/P2 incidents with SLA data.
  2. Calculate time remaining before SLA breach.
  3. For incidents within the warning threshold, create a PagerDuty escalation.
  4. Post a Slack alert with a list of at-risk incidents.

ARX Governance

Risk Classification

  • incidents:read — Low. Read-only query against ServiceNow.
  • incidents:create (PagerDuty) — Low. Creates notification-only escalations.
  • chat:write — Low. Posts informational Slack alerts.

HITL Gate Configuration

  • No HITL gate required. All operations are read-only or notification-only.

Policy Rules

  • incidents:read — permit — automated, no approval needed.
  • incidents:create — permit — escalation alerts are non-destructive.
  • chat:write — permit — notification only.

Audit Trail

  • ServiceNow incident numbers, priorities, and SLA remaining time.
  • PagerDuty incident IDs for each escalation created.
  • Slack message timestamp and channel.
  • Full event log written to arx.audit_log.

> See arx.yaml for the full governance configuration.

Setup Instructions

  1. Configure ServiceNow, PagerDuty, and Slack connectors.
  2. Set environment variables:
  • SNOW_INSTANCE, SNOW_USERNAME, SNOW_PASSWORD
  • PAGERDUTY_API_KEY, PAGERDUTY_ESCALATION_POLICY_ID
  • SLACK_BOT_TOKEN, SLACK_INCIDENT_CHANNEL
  1. Adjust sla_warning_minutes threshold (default 60 minutes).
  2. Deploy with arx deploy sla-breach-alerting.

Schedule

Runs every 15 minutes.