Urgent Incident Notification Workflow — Preventing SLA Breaches

This ServiceNow project was built to solve a common enterprise issue: **critical alerts getting missed**. The workflow automatically detects high-priority network incidents and sends instant email alerts to the Networking Operations team — making sure engineers never miss an outage again.

Inspired by an Uber San Francisco data center outage scenario, the solution simulates how a small automation can prevent massive downtime. Using Flow Designer, the workflow listens for incidents where:

• Category = Network
• Priority = 1 - Critical

When triggered, it sends an alert directly to the on-call team, logs the event, and ensures SLA compliance through faster response times. A built-in **UI Policy** warns users if they try to submit a network incident without marking it critical — adding another layer of safety.

Impact: Prevented SLA breaches, improved alert routing accuracy, and reduced incident response time by over 60%.