Create a Case First Response SLA for all HR Case

edupaz
Tera Contributor

‎11-18-2024 02:14 PM

Hello, 

 

I need to create an SLA that starts when an HR case is created and ends when the case agent posts the first comment on the case.

 

Can somebody help me please! 

0 Helpfuls
  • 571 Views
3 REPLIES 3

Runjay Patel
Giga Sage

‎11-18-2024 07:57 PM

Hi @edupaz ,

 

Create SLA on case table and have below start and stop conditions.

1. Start conditions: don’t put anything here

2. Stop conditions: add comments changes 

 

Accept the solution if it helpted

0 Helpfuls

edupaz
Tera Contributor
In response to Runjay Patel

‎11-19-2024 05:51 AM

Hi Runjay, 

That is the main issue—the field does not appear in the list. I tried searching for "Additional comments," "Work notes," etc.

edupaz_0-1732024174056.png

edupaz_1-1732024202442.png

 

 

0 Helpfuls

Runjay Patel
Giga Sage
In response to edupaz

‎11-19-2024 06:08 AM

Hi @edupaz ,

 

In which table are you trying to create notification? for me its visible.

RunjayPatel_0-1732025269067.png

 

 

-------------------------------------------------------------------------

If you found my response helpful, please consider selecting "Accept as Solution" and marking it as "Helpful." This not only supports me but also benefits the community.


Regards
Runjay Patel - ServiceNow Solution Architect
YouTube: https://www.youtube.com/@RunjayP
LinkedIn: https://www.linkedin.com/in/runjay

-------------------------------------------------------------------------

0 Helpfuls