Create a Case First Response SLA for all HR Case

edupaz
Tera Contributor

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! 

3 REPLIES 3

Runjay Patel
Giga Sage

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

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

 

 

Hi @edupaz ,

 

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

RunjayPatel_0-1732025269067.png

 

 

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

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