/
/
See which ServiceNow SLAs are about to breach
For service delivery managers who want breached and at-risk SLAs across incidents, changes and problems in one view, by asking their AI assistant.
On this page
Connector
Connect ServiceNow, pick your AI tool and paste the prompt.
The problem
SLA breaches spotted only after they happen
SLAs in ServiceNow sit on incidents, changes and problems, so seeing which are about to breach means opening each task type separately. By the time a breach shows on a dashboard, it is too late to act.
Without PopdockAI
- Check SLAs on incidents, changes and problems separately
- Work out who owns each at risk task
- Notice the breach on a dashboard afterwards
- Edit an SLA to make the number look better
With PopdockAI
- Running SLAs past the threshold or breached are read
- Each is traced to its incident, change, problem or task
- Owner, group and unassigned tasks are shown
- Read only, and SLAs are never edited
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Report every running SLA that has breached or is at least `{threshold-percent}` percent (default 75) through its allowed time, optionally limited to incidents owned by `{assignment-group}`.
**Step 1: Pull the at-risk SLAs**
Call `servicenow-get-task-sla` with active true and actual-elapsed-percentage.min `{threshold-percent}` (75 if blank). Then call it again with active true and has-breached true, and merge the two sets by sys-id.
**Step 2: Identify the owning task**
The task field is a task number. Use its prefix to pick the read tool:
* INC: `servicenow-get-incident` with number
* CHG: `servicenow-get-change-request` with number
* CTASK: `servicenow-get-change-task` with number
* PRB: `servicenow-get-problem` with number
* PTASK: `servicenow-get-problem-task` with number
Record state, priority, assignment-group and assigned-to. If `{assignment-group}` is given, keep only tasks whose assignment-group matches it.
**Step 3: Report**
Two tables, Breached then At risk, each sorted by breach-time ascending: task number, task type, sla-definition, stage, actual-elapsed-percentage, breach-time, assignment-group, assigned-to. After the tables, list the tasks with no assigned-to, and name the assignment group carrying the most at-risk SLAs.
**Rules & Guidelines:**
* Read-only. Do not call `servicenow-update-task-sla`, `servicenow-add-task-sla`, `servicenow-update-incident` or any other add- or update- tool. SLAs are maintained by the SLA engine; editing them by hand hides the breach rather than fixing it.
* An SLA with stage Paused is still reported, marked Paused.
**Validation:**
* If nothing matches, say that no running SLA is at or above the threshold and stop.
* If a task number has a prefix not listed above, report it with its number only.Who it's for
One answer, three teams that use it
Service desk managers
See what is about to breach
Get breached and at risk SLAs sorted by breach time with an owner for each.
Which ServiceNow SLAs are breached or over 80 percent right now?
Team leads
Protect your group's SLAs
Filter to your group and see unassigned tasks putting SLAs at risk.
Show at risk SLAs for the Network group, including tasks with no assignee.
IT operations managers
Know which team needs help
See which group carries the most SLA risk across task types.
Which group has the most at risk SLAs across incidents, changes and problems?
How it works
What PopdockAI does when you ask
You optionally set a threshold and a group, and your AI assistant lists the SLAs at risk with their owners. It never edits an SLA.
01
Ask
You optionally set a threshold, 75 percent by default, and a group.
02
Read
It reads running SLAs that have breached or passed the threshold.
03
Trace
It reads the incident, change, problem or task each SLA belongs to.
04
Report
You get breached and at-risk tables by breach time and the group most at risk.
What PopdockAI provides
The tools behind the answer
Ready made tools for ServiceNow and one secure connection to your AI tool. No code, no exports.
servicenow-get-task-sla
servicenow-get-incident
servicenow-get-change-request
servicenow-get-change-task
servicenow-get-problem
servicenow-get-problem-task
This report is built from Get data tools only. PopdockAI applies the row, field and parameter rules your admin sets, and every query is written to the audit trail.
The outcome
Act on SLAs while there is still time
Related use cases
More ways to put this data to work
Offboard a ServiceNow user
Ask your AI to offboard a ServiceNow user and it lists their open work, approvals, delegations, roles and assets, then deactivates and locks the account when you say so.
Learn More
Raise a ServiceNow problem from incidents
Ask your AI to raise a problem from incidents and it checks they belong together and are not already covered, then creates the problem and analysis task after you confirm.
Learn More
Investigate a ServiceNow incident
Ask your AI to investigate a ServiceNow incident and it checks exposure and looks for a cause in changes, alerts, known errors and similar tickets, ranking leads by confidence.
Learn More
Summarize my open ServiceNow work
Ask your AI to summarize your open ServiceNow work and it gathers incidents, tasks and approvals, with a do today list of breaching SLAs and imminent deadlines.
Learn More
Check ServiceNow change readiness against Jira
Ask your AI which upcoming ServiceNow changes are ready and it finds the Jira issues behind each one, sorting changes into ready, at risk or no Jira work found.
Learn More
One prompt template with infinite possibilities.
Your AI assistant adapts its approach, tone, and capabilities to match each unique context while you maintain a single, manageable workflow.
Join forward-thinking companies that are transforming their operations with intelligent, secure AI automation.