An IT Manager asked me how to receive Critical Incident SLA Warning Alerts before the SLA breaches. If you're also wondering how to set it up using a no-code workflow solution in ServiceNow's Kingston, see my video below. Enjoy!

ServiceNow - How to Create a Critical Priority SLA Workflow in Kingston - YouTube

Topics illustrated in this video:

* The Default SLA Workflow.

* How to copy the Default SLA Workflow and leverage it to create a Critical Priority SLA Workflow.

* SLA Notifications.

* How to add the Manager field to the User Form.

* How to add the User's Manager in the user's profile.

* Why Elapsed Percentage will be displayed as a higher amount than what is listed in the SLA Workflow.

* How to view the Outbound and Sent Notifications.